ServiceNow Business Analyst / Service Design Analyst :: 100% Remote

DMS Vision • Frisco, TX

20h • Remote

About The Position

The ServiceNow Business Analyst / Service Design Analyst will design and implement ServiceNow workflows, catalogs, and forms that support service delivery and positive user experiences. The role involves working directly with business stakeholders to gather requirements, manage expectations, translate needs into formal business requirement documents, and deliver solutions. It also calls for applying UX or human-centered design principles, optimizing processes, and coordinating initiatives across technical teams and business units. The position is offered as a 12+ month contract and is 100% remote.

Requirements

• 3–5 years of business analysis experience, including at least 2 years focused on ServiceNow platform workflows and service delivery.
• Track record of designing and implementing ServiceNow workflows, catalogs, and forms.
• Experience working directly with business stakeholders to gather requirements, manage expectations, and deliver solutions.
• Demonstrated commitment to customer service excellence in a technical or IT service delivery environment.
• Background in UX design or human-centered design principles.
• Experience with Agile/Scrum methodologies and tools such as Jira and Confluence.
• Clear verbal, written, and presentation communication skills, including the ability to explain technical and business concepts to different audiences.
• Strong facilitation and interviewing skills, with the ability to build stakeholder alignment.
• Ability to manage multiple initiatives, coordinate cross-functional activities, and work with minimal supervision.
• Strong analytical and problem-solving skills, relationship-building ability, and attention to workflow logic, form design, and documentation.

Nice To Haves

• Strong working knowledge of ServiceNow ITSM modules, including Incident, Request, Change, Problem, and Knowledge.
• Experience with ITSM and ITIL processes and best practices, including ServiceNow ITSM.
• Experience with SIAM in complex service ecosystems.
• Hands-on experience configuring ServiceNow Service Catalog, Flow Designer, and Service Portal.
• Experience building ITSM workflows with Virtual Agent; Now Assist experience is preferred.
• Understanding of the ServiceNow data model, workflow architecture, and integration capabilities.
• Familiarity with ServiceNow reporting, dashboards, and performance metrics.
• Knowledge of Agile, Scrum, and Kanban methodologies, as well as design thinking principles.
• Experience with prototyping, wireframing, and requirements management tools such as Jira and Miro.
• Genuine passion for helping others, solving problems, and creating positive experiences for users at all technical skill levels.

Responsibilities

• Design and implement ServiceNow workflows, catalogs, and forms to support effective service delivery and positive user experiences.
• Engage business stakeholders to gather requirements, clarify needs, manage expectations, and build alignment.
• Translate user requirements into formal Business Requirement Documents.
• Apply user experience and human-centered design principles to service design and workflow improvements.
• Coordinate cross-functional activities, manage multiple initiatives, and drive tasks to completion.
• Communicate IT concepts to business leaders and business concepts to technical staff.
• Facilitate discussions and interviews to uncover needs and resolve ambiguity.
• Ensure workflow logic, form design, and documentation are accurate and usable.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed