ServiceNow Analyst

Saxon Global • Birmingham, AL

1d

About The Position

We are seeking a business-focused ServiceNow Analyst to support the development, implementation, and optimization of a ServiceNow environment. The role serves as a liaison between business stakeholders and technical teams, translating business needs into effective workflows, functional requirements, and user-friendly solutions. The analyst will help shape the ServiceNow platform, improve business processes, and establish workflows that support organizational needs. The position is suited to someone with strong business analysis skills and a solid understanding of ServiceNow capabilities and IT Service Management (ITSM) processes.

The analyst will collaborate with stakeholders across multiple departments, document and prioritize requirements, and work with technical teams through solution design, development, testing, and implementation. The role also supports workflow optimization, user acceptance testing, automation of common service requests, platform usability improvements, and documentation of requirements and testing outcomes.

Requirements

• Experience as a ServiceNow Business Analyst, ServiceNow Analyst, IT Business Analyst, or in a similar platform-focused analytical role.
• Demonstrated experience gathering, documenting, analyzing, and translating business requirements into technical or functional specifications.
• Understanding of business process analysis, workflow design, and process improvement.
• Experience collaborating with business stakeholders, engineers, developers, or technical teams to deliver platform enhancements.
• Familiarity with IT Service Management (ITSM) processes, including incident management and service requests.
• Ability to manage competing priorities and communicate requirements, constraints, and expectations effectively.
• Experience supporting user acceptance testing, business validation, or functional testing.
• Strong written and verbal communication, analytical, organizational, and problem-solving skills.
• Ability to work independently in a changing environment while collaborating effectively across multiple business units.

Nice To Haves

• Experience with ServiceNow Incident Management, Request Management, Service Catalog, or Change Management.
• Familiarity with ServiceNow workflow configuration, automation, and platform capabilities.
• Experience supporting ServiceNow implementation, instance separation, or significant process redesign initiatives.
• Exposure to ServiceNow portals, platform branding, user experience improvements, or catalog customization.
• Ability to perform basic ServiceNow configuration or provide technical support to the engineering team.
• ServiceNow Certified System Administrator (CSA) certification or other relevant ServiceNow credentials.
• Experience establishing or modernizing business processes within an evolving technical environment.

Responsibilities

• Collaborate with business stakeholders across multiple departments to understand business needs, operational challenges, and opportunities for improvement.
• Gather, analyze, document, and prioritize business requirements for ServiceNow enhancements and new workflows.
• Translate business requirements into functional specifications, workflow requirements, and actionable technical requirements for engineers and developers.
• Analyze existing business processes and recommend improvements to enhance efficiency, consistency, and user experience.
• Support development and optimization of Incident Management, Request Management, Service Catalog, and Change Management workflows.
• Evaluate incoming requests, manage competing priorities, and help determine which enhancements provide the greatest business value.
• Collaborate with technical teams throughout solution design, development, testing, and implementation.
• Support user acceptance testing (UAT), validate business requirements, and coordinate stakeholder feedback.
• Help design automated service request workflows for common IT needs, including equipment requests and other technology-related services.
• Support implementation and ongoing improvement of ServiceNow workflows and configurations.
• Identify opportunities to improve platform usability, service delivery, workflow automation, and the overall user experience.
• Maintain documentation of business requirements, process flows, functional specifications, and testing outcomes.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed