ServiceNow Business Analyst

Emory Healthcare•Tucker, GA

About The Position

The ServiceNow Business Analyst serves as a critical liaison between business stakeholders and the ServiceNow team, ensuring that business requirements are effectively translated into ServiceNow solutions. The ServiceNow Business Analyst / Business Process Consultant focuses on analyzing and improving business processes, designing efficient workflows, and driving continuous improvement initiatives on the ServiceNow platform. Working across multiple modules (ITSM, HAM, ITOM, SPM, HRSD, HCLS, EA), the consultant leverages broad platform knowledge to deliver integrated solutions that advance organizational objectives. This position offers a dynamic environment with significant opportunities for collaboration, innovation, and professional growth as part of our enterprise ServiceNow journey.

Requirements

Five years of application systems/administration experience OR three years experience with a bachelor's degree.
Must be able to lead and engage others in various IT tasks.
A limited degree of creativity and latitude is expected.
They must be able to perform some tasks with minimal direction from management.
Must be proficient in two or more programming languages and/or application systems implemented in production.

Nice To Haves

3+ years of experience in IT Service Management, business analysis, or process improvement roles, including substantial involvement in ServiceNow projects.
Experience working with at least two ServiceNow product areas (ITSM, ITOM, HAM, SPM, HRSD, HCLS).
ServiceNow Certified System Administrator (CSA) preferred.
Additional ServiceNow certifications (e.g., CIS‑ITSM, CAD) and ITIL v3/v4 Foundation certification are strong assets.
Solid understanding of ITIL/ITSM processes (Incident, Problem, Change, Request, Asset, etc.) and how they are implemented through ServiceNow.
Familiarity with ServiceNow configuration and capabilities (form design, workflow configuration, reporting).
Basic JavaScript skills and experience with ServiceNow testing frameworks (e.g. ATF).
Experience building ServiceNow dashboards or reports w/ Power BI to support process monitoring.
Ability to analyze complex business processes and identify inefficiencies.
Experience using process modeling tools to visualize workflows.
Excellent written and verbal communication skills.
Experience facilitating workshops, delivering training, and presenting updates.
Strong interpersonal skills with the ability to build consensus across teams.
Experience working in Agile/Scrum environments.
Ability to manage multiple priorities and maintain organized documentation.
Growth mindset with enthusiasm for staying current on ServiceNow releases and best practices.
Willingness to learn and adapt in a fast‑paced, collaborative environment.

Responsibilities

Engage with stakeholders across departments to elicit business needs and pain points.
Document requirements in the form of user stories, use cases, and process flow diagrams.
Review and document current-state IT request management processes for newly acquired facilities (front‑end and back-end).
Gather and document service request requirements for new requests and those transitioning from legacy processes.
Determine whether new service request forms need to be created and define form requirements.
Analyze existing workflows and identify opportunities to streamline or automate processes using ServiceNow.
Design improved processes that leverage platform capabilities to increase efficiency and reduce operational costs.
Ensure service request requirements align with service request design guiding principles.
Determine appropriate catalog placement and categorization for service requests.
Work closely with ServiceNow developers and platform administrators to design and validate functional solutions.
Ensure configurations and customizations follow platform best practices and regulatory requirements.
Partner with the Service Catalog/Request Process Owner and Manager to define the approach for converting acquired facilities’ request management processes into the enterprise model.
Obtain required stakeholder signoff on service request designs.
Lead workshops and design sessions to refine requirements and prototype solutions.
Communicate proposed changes, impacts, and updates clearly to technical and business stakeholders.
Assist with communications related to service request changes, additions, and process transitions.
Collaborate with QA engineers and user representatives to develop test plans and acceptance criteria.
Test service request forms and coordinate SME testing.
Support change management and rollout processes to ensure smooth deployments.
Create training materials, user guides, and knowledge base articles.
Conduct training sessions or demos to support adoption of ServiceNow capabilities.
Assist with onboarding newly acquired IT teams to the enterprise request management process and ServiceNow platform.
Revise or create handouts for both request fulfillers and caregivers submitting requests.
Serve as a subject matter expert for ServiceNow‑related process governance.
Monitor KPIs and usage metrics to evaluate process performance.
Document work, user stories, and decisions in the ServiceNow Agile application.
Report on progress, risks, issues, and dependencies.
Recommend process enhancements or new solutions to meet evolving business needs.
Maintain a prioritized backlog of enhancement requests and process improvements.
Support release planning and communicate impacts to stakeholders.
Stay informed on new ServiceNow features, platform updates, and industry best practices.