Service Now Staff Analyst
About The Position
The Staff Analyst, ServiceNow translates business needs into clear requirements and scalable, user-focused solutions on the ServiceNow platform. Working in a product delivery model, this role partners with business and technology teams to assess needs, improve processes, shape solutions, and validate outcomes across ServiceNow capabilities and integrations. It combines facilitation, process and data analysis, platform knowledge, and Agile delivery to create well-defined, testable solutions that support measurable business results. The position is part of Corning’s global Information Technology function, which aligns IT and business strategy, leverages IT investments, optimizes business processes and information integration, and delivers IT applications, infrastructure, and project services worldwide. The role requires 10% domestic travel and does not support immigration sponsorship.
Requirements
- Bachelor’s degree in computer science, information technology, a related field, or equivalent relevant experience.
- 7+ years of progressive experience in IT, business or process analysis, product delivery, or consulting, including significant ServiceNow work.
- 2+ years of hands-on ServiceNow platform experience in a Business Analyst, Systems Analyst, or Consultant role.
- Expertise in requirements gathering, process mapping, user stories, acceptance criteria, traceability, testing, and change impact analysis.
- Working knowledge of ServiceNow capabilities, data structures, workflows, roles, integrations, reporting, and releases.
- Ability to lead cross-functional workshops, simplify complex information, challenge assumptions, and drive decisions.
- Strong analytical, communication, documentation, stakeholder-management, and problem-solving skills.
- Ability to balance business value, user experience, governance, platform standards, risk, and delivery constraints.
Nice To Haves
- Experience with ServiceNow solutions such as ITSM, CSM, HRSD, S2P, ITOM, ITAM, or Strategic Portfolio Management.
- Experience with process modeling, work management, testing, reporting, or data-analysis tools.
- Knowledge of ITIL 4, product management, change management, data governance, accessibility, and security controls.
- Preferred certifications include ServiceNow CIS, ITIL 4 Foundation, PMI business analysis, CSPO, or SAFe.
Responsibilities
- Lead interviews, workshops, and process reviews to clarify business goals, user needs, pain points, and desired outcomes.
- Document current and future processes, business rules, data needs, integrations, and operational impacts.
- Translate business needs into epics, features, user stories, requirements, and acceptance criteria.
- Maintain traceability from business objectives through design, testing, deployment, and value delivery.
- Help Product Owners prioritize the backlog based on value, risk, dependencies, and readiness.
- Partner with architects and developers to align designs with ServiceNow standards and configuration-first practices.
- Define data, integration, access, notification, reporting, and workflow requirements.
- Review configurations and demonstrations with stakeholders to confirm alignment.
- Create test scenarios, support system and integration testing, and coordinate user acceptance testing.
- Validate solutions, triage defects, and support resolution decisions.
- Support release readiness, documentation, training, knowledge transfer, and governance requirements.
- Serve as the liaison between business stakeholders, ServiceNow delivery teams, and implementation partners.
- Facilitate backlog, sprint, demonstration, review, and release-readiness discussions.
- Communicate scope, risks, dependencies, decisions, and status; build alignment and escalate unresolved issues.
Benefits
- Company-wide bonuses and long-term incentives.
- 100% company-paid pension benefit with fixed contributions.
- Matching contributions to the 401(k) savings plan; total company retirement contributions can reach between 7% and 12% of pay, depending on age and years of service.
- Medical, dental, and vision benefits.
- Paid parental leave and family building support.
- Fitness benefits, company-paid life insurance, disability benefits, disease management programs, paid time off, and an Employee Assistance Program.
- Recognition program to celebrate successes and reward exceptional contributions.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
