Servicenow Analyst

Healthcare Systems of America•Coral Gables, FL

About The Position

The ServiceNow Analyst will act as a bridge between business stakeholders and the technical ServiceNow development team. This role is responsible for gathering requirements, evaluating business processes, creating functional specifications, and ensuring that ServiceNow solutions align with organizational needs. The Analyst will also focus on user experience, workflow efficiency, and process improvement within the ServiceNow platform.

Requirements

Bachelor's degree in information systems , Business, or related field (or equivalent experience).
2–5 years of experience as a Business Analyst or Systems Analyst, ideally within ITSM or enterprise applications.
Experience working with ServiceNow (Incident, Problem, Change, CMDB, Knowledge, Request, or other modules).
Familiarity with ITIL processes and IT service management best practices.
Strong skills in process mapping, documentation, and stakeholder communication.
Ability to work across technical and non-technical teams.
Business process analysis & improvement
ServiceNow platform knowledge (configuration & workflows)
Requirements gathering & documentation
User story creation & backlog management
Testing & validation support
Strong communication & stakeholder management

Nice To Haves

ServiceNow Certified System Administrator or Business Analyst certification (preferred).

Responsibilities

Requirements Gathering & Analysis Collaborate with business units to capture and document requirements for ServiceNow modules.
Translate business needs into clear functional and technical requirements.
Identify process gaps and recommend ServiceNow solutions or enhancements.
Process & Workflow Design Develop process maps, workflows, and user stories to ensure business processes are logical and efficient.
Evaluate existing processes and recommend ServiceNow-enabled improvements.
Ensure workflows align with ITIL and organizational best practices.
System Support & Enhancement Support ServiceNow configurations, including forms, fields, lists, workflows, and reports.
Assist with testing, validation, and rollout of new features and enhancements.
Provide Tier 2/3 support for ServiceNow related incidents and issues.
User Experience & Adoption Review and refine ServiceNow interfaces for usability and consistency.
Conduct training sessions, create documentation, and support end-user adoption.
Partner with stakeholders to ensure solutions meet both technical and business expectations.
Governance & Reporting Maintain documentation of business requirements, process flows, and configuration changes.
Support governance processes by ensuring compliance with established standards and frameworks.
Develop and deliver reports, dashboards, and KPIs within ServiceNow to track performance.