ServiceNow / AI Business Analyst

TEKsystems•Hartford, CT

4d•$65 - $75•Remote

About The Position

This fully remote Senior ServiceNow AI Business Analyst role supports a large-scale ServiceNow AI Service Management transformation. The analyst partners with business stakeholders, product owners, architects, developers, process owners, and AI teams to identify, define, and translate complex business needs into structured, AI-enabled ServiceNow use cases and requirements. The role combines deep ServiceNow ITSM expertise with business analysis skills and hands-on experience with ServiceNow AI capabilities, particularly Now Assist, to design solutions that can be configured, tested, governed, and measured effectively. The position is a contract role based out of Hartford, Connecticut, and requires candidates to be eligible to work on W-2 without sponsorship. The position is fully remote. The pay range is $65.00–$75.00 per hour. The anticipated application deadline is November 13, 2026.

Requirements

At least 5 years of experience as a Business Analyst, Senior Business Analyst, Product Analyst, or in a similar role supporting enterprise technology initiatives.
Strong hands-on experience working within the ServiceNow ecosystem.
Deep understanding of ServiceNow ITSM, including Incident, Problem, Change, Request, Knowledge Management, and Service Catalog processes.
Proven experience supporting ServiceNow AI initiatives, such as Now Assist, Virtual Agent, AI Search, Predictive Intelligence, Generative AI, or comparable AI-enabled ServiceNow capabilities.
Demonstrated ability to facilitate complex discovery and requirements workshops across business and technology teams.
Experience converting business needs into user stories, functional requirements, acceptance criteria, process and workflow diagrams, use cases, and backlog items.
Solid understanding of Generative AI and enterprise AI concepts, including considerations that differ from traditional workflow automation.
Ability to collaborate effectively with Product Owners, ServiceNow Architects, Developers, ITSM process owners, data teams, and business stakeholders.
Business analysis experience in service management and AI projects, including requirements gathering and business requirements definition.
Ability to critically evaluate AI-related requests for feasibility, business value, user impact, dependencies, risks, and organizational readiness.
Candidates must be eligible to work W-2 without sponsorship.

Nice To Haves

Hands-on experience with ServiceNow AI capabilities, particularly Now Assist.
Exposure to AI-driven tools and concepts such as Virtual Agent, Control Tower, Copilot, ChatGPT, and similar technologies.
Strong analytical and problem-solving skills, including the ability to challenge assumptions and refine stakeholder ideas into implementable solutions.
Experience working in Agile environments, including managing and prioritizing backlogs and writing high-quality user stories.
Ability to ask targeted AI-specific discovery questions about business problems, data requirements, user interactions, and governance needs.
Comfort working in a remote, cross-functional, enterprise technology environment.
Excellent communication skills and ability to explain complex technical and AI concepts in clear, business-focused language.

Responsibilities

Lead and facilitate complex discovery sessions and requirements workshops with business and technology stakeholders to identify opportunities to apply AI within ServiceNow.
Translate high-level business requests and problems into structured AI use cases, functional requirements, user stories, acceptance criteria, and process and workflow diagrams.
Develop and maintain a backlog of AI-enabled ServiceNow work items, ensuring items include business value, requirements, and acceptance criteria.
Ask AI-specific discovery questions to clarify objectives, intended consumers of AI-generated outputs, and the information or knowledge the AI should use.
Define which decisions AI can assist with, make, or execute autonomously, and identify where human review or approval is required.
Define acceptable AI responses and handling paths for cases where AI is uncertain, incorrect, or unable to answer.
Identify and document data, privacy, security, and access restrictions for AI use cases, aligning with enterprise policies and compliance requirements.
Collaborate with Product Owners, ServiceNow Architects, Developers, ITSM process owners, data teams, and business stakeholders to refine and validate requirements and designs.
Evaluate requests for feasibility, business value, user impact, dependencies, risks, and organizational readiness, and recommend prioritization and approach.
Assess whether AI adds value to stakeholder requests or whether workflow automation or another solution is more appropriate.
Support design of AI-enabled ServiceNow solutions for configuration, testing, governance, and measurement of performance and business impact.
Define metrics and measurement approaches to assess AI value and service management outcomes.
Contribute to continuous improvement of ServiceNow ITSM and AI practices by sharing insights from discovery, requirements analysis, and solution performance.
Ensure ServiceNow AI initiatives align with Incident, Problem, Change, Request, Knowledge Management, and Service Catalog processes.