ServiceNow Business Analyst

Hajoca Corporation

16h•Hybrid

About The Position

The ServiceNow Business Analyst bridges business goals and technical capabilities across all company divisions. This client-facing role includes gathering requirements, leading workshops, translating processes into technical specs, and supporting the implementation of ServiceNow across Hajoca’s National Support Center. Responsibilities also include designing enterprise solutions, developing custom integrations, and using AI automation to improve customer service. The ideal candidate combines deep ServiceNow expertise with business experience. As an internal consultant, they will define service improvement strategies, deliver practical departmental solutions, and drive ongoing advances in service delivery.

Requirements

Bachelor's Degree or the equivalent combination of education, professional training, or work experience.
5+ years of experience in IT with deep knowledge of the ServiceNow platform.
Knowledge of specific ServiceNow modules such as ITSM, ITAM, ITOM, and HRSD.
Demonstrate excellent oral and written communication and interpersonal skills, with the ability to clearly convey technical and non-technical details. Be able to work effectively across all levels of the business as well as with external vendors.
Be able to work collaboratively in a team environment and liaise with technical and non-technical stakeholders to define goals and communicate processes.
Be able to research, analyze data, and solve complex technical and process-related problems
Be professional, organized, and able to manage work, time, and problems. Be able to prioritize work projects and multitask.
Demonstrate proven project management capabilities with the ability to manage multiple priorities.
Possess strong analytical and problem-solving skills and attention to detail. Be able to meet deadlines
Be customer service oriented and have a strong desire to meet the needs of external and internal customers.
Be results-oriented and focused on attaining goals and objectives with a commitment to continuous learning.

Nice To Haves

Have project management experience.
Be knowledgeable of Asset Management.
Possess a working knowledge of Artificial Intelligence techniques and systems integrating with ServiceNow.
Have an advanced understanding of Networking, Active Directory concepts (Accounts, security groups), and other integrating systems.
Have knowledge of Microsoft Teams and integration with Cisco UC platforms and ServiceNow.

Responsibilities

Collaborate with stakeholders, including internal teams, operations, and business units, to gather requirements and ensure that the platform meets organizational needs.
Ensure a world-class customer support experience for our Profit Centers through continuous improvement.
Translate complex technical specifications into business logic and vice versa.
Document enhancement requests and technical specifications related to the service portfolio of products.
Maintain clear communication with stakeholders regarding status updates and feasibility assessments.
Leverage platform expertise and collaboration to maintain deep knowledge of ServiceNow modules, including IT and CRM workflows, HRSD, security & risk, AI, etc.
Ensure deliveries are complete, consistent, and aligned with customer expectations.
Identify and implement functionality to improve user experience and process efficiency.
Configure and develop custom ServiceNow applications, widgets, and workflows.
Lead the implementation of new features, software upgrades, and patches to the ServiceNow environment.
Optimize processes by assessing current business practices, identifying gaps, and enhancing workflows for improved efficiency.
Collaborate with cross-functional teams to identify opportunities for system improvements, providing recommendations for upgrades and new technologies.
Develop and maintain clear documentation of ServiceNow systems, forms, process flows, and workflows, including configuration, technical details, troubleshooting procedures, and best practices.
Provide training and support to end users and internal Support Center teams to ensure efficient use of the platform.
Successfully complete required safety and compliance training programs as assigned.
Perform other reasonably related duties as assigned by immediate supervisor and other management as required.

Benefits

Medical, dental, vision, and prescription coverage
Accident, Hospital Indemnity, and critical care coverage
Life insurance and Long Term Disability
Pre-tax accounts for healthcare, dependent care, and commuter benefits
Paid vacation, holidays, and sick time (sick time also offered to PT team members as required by state law)
Paid pregnancy and parental leave
Paid day of community service
401(k)
Retirement cash account with company contributions
Targeted training programs focused on your personal and professional growth
Company wellness program
Employee discounts
College tuition benefits