ServiceNow Business Analyst
About The Position
The ITSM ServiceNow Business Analyst is responsible for capturing and implementing requirements for the ITSM product area, primarily focused on Incident, Problem, and Change Management. The role works with stakeholders and IT teams to understand business requirements, translate them into acceptance criteria for development, and ensure their effective implementation in the ServiceNow platform. The Business Analyst joins a collaborative ServiceNow team of architects, developers, technical product managers, and business analysts. The work contributes to enterprise-scale implementation and evolution of the platform, including improving ITSM process efficiency and automation, the quality and consistency of workflows, user experience, platform stability and scalability, and operational excellence.
Requirements
- Typically requires a degree in Science, Technology, Engineering, or Mathematics (STEM) and at least 5 years of prior relevant experience, unless prohibited by local laws or regulations.
- At least 4 years of experience as a Business Analyst, including at least 2 years of direct experience supporting or working with the ServiceNow platform.
- Strong understanding of ServiceNow ITSM processes and platform best practices, with hands-on experience in Incident, Problem, and Change Management modules.
- Ability to collaborate with SMEs, business stakeholders, developers, and internal customers to gather requirements, define functional specifications, and translate business needs into technical solutions.
- Strong analytical, critical-thinking, and problem-solving abilities.
- Proficiency in Microsoft Excel and Visio for data analysis, documentation, and process mapping.
- Strong communication and interpersonal skills.
- Familiarity with Agile methodologies, backlog refinement, and testing activities.
- Must be authorized to work in the U.S. without current or future company immigration sponsorship.
Nice To Haves
- Working knowledge of ServiceNow SLAs, Notifications, Reporting/Dashboards, and basic CMDB relationships.
- IIBA certification or equivalent.
- ITIL and/or BPM certification.
- ServiceNow ITSM, NowAssist, or CSA certification or equivalent.
Responsibilities
- Partner with stakeholders to gather and define requirements aligned with ITSM objectives.
- Create detailed user stories and acceptance criteria that reflect business needs and technical considerations.
- Ask probing questions to ensure requirements are complete, feasible, and aligned with platform capabilities.
- Develop test scripts, validate story completion, and support defect analysis and reporting.
- Collaborate with architects and developers to align with ServiceNow design standards and best practices.
- Maintain a holistic understanding of business workflows and ServiceNow ITSM module behavior.
- Create knowledge articles and documentation for technical and business audiences.
- Support platform enhancements, continuous improvement efforts, and other duties as required.
Benefits
- Parental leave, including paternal leave.
- Flexible work schedules.
- Achievement awards.
- Educational assistance.
- Child/adult backup care.
- Healthcare and wellness benefits.
- Retirement benefits.
- Career development and recognition programs.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Life insurance.
- Short-term disability insurance.
- Long-term disability insurance.
- 401(k) match.
- Flexible spending accounts.
- Employee assistance program.
- Employee Scholar Program.
- Paid time off.
- Holidays.
- Potential annual short-term and/or long-term incentive compensation, depending on position level and applicable agreement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
