ServiceNow Business Analyst/Consultant

Keystone Consulting•Madison, WI

1d•Remote

About The Position

Seeking a ServiceNow Business Analyst/Consultant to meet the workload demands of our client’s ServiceNow implementation and ensure the department remains on schedule with critical project timelines. The person in this role will work alongside other staff to complete initial service requests and configuration for the implementation. As the project progresses into the Software Asset Management (SAM) and Hardware Asset Management (HAM) phases, the candidate will shift to providing maintenance and support. This will allow our client to implement business process improvements and increase self -service options without delaying the rollout of new features. Hardware/Software Environment: ServiceNow ITSM

Requirements

ServiceNow Implementation & Configuration – 3 years of experience: Extensive experience configuring ServiceNow ITSM modules, building Service Catalog items, and designing workflows using Flow Designer.
Business Analysis & Requirement Gathering – 3 years of experience: Expertise in translating non -technical business needs into detailed technical specifications and managing the lifecycle from discovery through UAT.
ITSM Process Knowledge – 3 years of experience: Deep understanding of ITIL frameworks and how they are applied within a large enterprise or government environment.
Technical Writing & Documentation – 3 years of experience: Proven ability to create clear technical documentation, including Functional Requirement Documents (FRD) and Standard Operating Procedures (SOP).

Nice To Haves

Third -Party Integrations: Experience integrating ServiceNow with technical solutions such as Dynatrace, Jira, or Tenable.
Advanced ServiceNow Modules: Familiarity or implementation experience with additional modules such as Enterprise Architecture (EA), Security Operations (SecOps), Software Asset Management (SAM), or Hardware Asset Management (HAM).
ITIL Proficiency: Strong understanding or experience working within ITIL v3 or v4 frameworks, specifically in the areas of Incident, Change, and Request Management.

Responsibilities

Service Request Development: Collaborate with business stakeholders to gather requirements; design, build, and test automated service requests and workflows within the ServiceNow Service Catalog.
ITSM Implementation: Lead the functional configuration of ITSM modules (Incident, Problem, Change, and Request), ensuring all system changes follow authorized governance workflows.
Platform Support: Provide expert -level support and maintenance for implemented modules, ensuring system performance aligns with agency service delivery standards.
Process Design & Documentation: Develop and maintain comprehensive documentation for system configurations, process flows, and user guides to ensure long -term platform sustainability.