ServiceNow Business Analyst

DXC Technology•Detroit, MI

About The Position

DXC Technology (NYSE: DXC) helps global organizations run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private, and hybrid cloud environments. Trusted by the world’s largest enterprises and public sector organizations, DXC delivers services across the Enterprise Technology Stack to drive performance, competitiveness, and exceptional customer experiences. At DXC, we use the power of technology and process excellence to help customers modernize operations, reduce costs, and accelerate innovation across their IT and business ecosystems. DXC Insurance Services enables insurers to optimize and transform highly complex middle- and back-office operations. By combining deep industry expertise, advanced technology, and best-in-class delivery models, we help our clients improve efficiency, strengthen financial and operational controls, and enhance the customer experience—while unlocking new, agile paths to growth. As ServiceNow Business Analyst you will be responsible for analyzing business needs and translating them into functional requirements on the ServiceNow platform. This role partners closely with stakeholders and development teams to design solutions, optimize workflows, and ensure the platform aligns with the organization’s roadmap—supporting the delivery of Smart Apps and business value.

Requirements

ServiceNow Certified System Administrator (preferred or required depending on seniority).
Experience working with ServiceNow, particularly in Customer Service Management (CSM) or Financial Services Operations (FSO).
Strong understanding of business analysis methodologies (e.g., Agile, Scrum, or Waterfall).
Experience writing user stories, process mapping, and conducting workshops.
Requirements elicitation & documentation
Stakeholder management
Process modeling (e.g., BPMN, flow diagrams)
Analytical thinking and problem-solving
Communication between technical and non-technical teams

Nice To Haves

Knowledge / Certifications in: Playbooks Flow Designer Now Assist / AI Platform Analytics Predictive Intelligence Service Portal Catalog Items

Responsibilities

Requirements Gathering & Analysis Engage with business stakeholders to gather, analyze, and document requirements for ServiceNow solutions (including CSM or FSO modules).
Translate business needs into clear user stories, functional specifications, and acceptance criteria.
Identify opportunities to improve processes through ServiceNow capabilities and automation.
Solution Design & Collaboration Work with developers and architects to design scalable ServiceNow solutions aligned with best practices.
Contribute to the design of workflows, catalog items, forms, and user experiences from a functional perspective.
Ensure alignment between business requirements and platform capabilities.
Process Optimization Analyze current business processes and recommend improvements using ServiceNow features such as Flow Designer, Playbooks, and automation tools.
Support the design of end-to-end process flows and ensure efficient service delivery.
Integration & Data Understanding Collaborate with technical teams to define integration requirements with external systems (REST/SOAP APIs, Integration Hub).
Support data mapping, migration, and validation efforts to ensure data quality and integrity.
Testing & Validation Develop test cases, support UAT (User Acceptance Testing), and validate that solutions meet business requirements.
Assist in regression testing and ensure successful deployment of new features.
Stakeholder Communication & Support Act as the liaison between business users and technical teams.
Provide functional support, gather feedback, and drive continuous improvement.
Documentation Create and maintain functional documentation, process flows, user guides, and training materials.
Ensure documentation reflects configurations, workflows, and business processes.