ServiceNow Business Analyst Service Management Consultant

Capgemini • Chicago, NY

6h

About The Position

The ServiceNow Business Analyst (BA) plays a critical role in bridging business needs with technical capabilities on the ServiceNow platform. This client-facing role involves gathering requirements, facilitating workshops, translating business logic into technical specifications, and supporting the implementation of ServiceNow solutions.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 3+ years of experience as a Business Analyst or Product Specialist in ServiceNow environments.
• ITIL Foundation Certification (v4).
• Strong oral and written communication skills.
• Proficiency in Agile lifecycle and tools like ServiceNow Docs and NowCreate.

Nice To Haves

• Experience with multiple ServiceNow applications (e.g., ITSM, HRSD, CSM, GRC).
• Familiarity with Common Services Data Model and Strategic Portfolio Management.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Leads workshops to collect and document business and technical requirements.
• Translate complex technical specifications into business logic and vice versa.
• Collaborate with stakeholders to evaluate ServiceNow capabilities and enhancements.
• Create user stories, process guides, end-user documentation, and playbooks.
• Document enhancement requests and technical specifications.
• Maintain clear communication with stakeholders regarding status updates and feasibility assessments.
• Maintain deep knowledge of ServiceNow modules including IT Workflows, CRM Workflows, HRSD, Security & Risk, AI, etc.
• Partner with ServiceNow developers and provisioning analysts to ensure alignment of business and technical objectives.
• Support UAT sessions and training for various client personas.
• Write user stories to be configured by technical developers.
• Work within Agile frameworks to support sprint planning and execution.
• Proactively identify risks, issues, and blockers and communicate through appropriate channels.
• Ensure deliverables are complete, consistent, and aligned with customer expectations.

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level