ServiceNow Business Process Analyst

SAIC • Colorado Springs, CO

3d

About The Position

SAIC is seeking a ServiceNow Technical Business Analyst to join our NORAD/NORTHCOM Enterprise IT Team and play a pivotal role in supporting enterprise IT operations using the ServiceNow platform. The primary responsibility of this role is to bridge the gap between business needs and technical solutions by defining requirements, designing workflows, and ensuring the successful implementation of ServiceNow solutions in a mission-critical environment. The ideal candidates will have a strong understanding of ServiceNow’s capabilities and modules - including IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM) - with experience translating business processes into technical designs. This role involves close collaboration with stakeholders, system developers, and administrators to design and deploy solutions that align with mission priorities.

Requirements

• Strong understanding of ServiceNow’s capabilities and modules - including IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM)
• Experience translating business processes into technical designs
• Close collaboration with stakeholders, system developers, and administrators
• Experience with ServiceNow platform configurations, including catalog items, workflows, business rules, client scripts, and reporting dashboards
• Experience working with development teams to implement modules and capabilities such as ITSM, ITOM, ITAM, CMDB, Incident, Problem, and Service Catalog
• Experience performing gap analysis between business requirements and ServiceNow system functionality
• Experience developing custom integrations between ServiceNow and external applications using REST APIs or other integration tools
• Experience identifying opportunities for improvement or automation of business processes through ServiceNow features such as Flow Designer, Workflow Editor, and script-based automation
• Experience conducting user acceptance testing (UAT)
• Experience acting as the primary point of contact between key stakeholders and technical teams
• Experience training end-users on new workflows, modules, and reports
• Experience providing ongoing support for ServiceNow implementations
• Knowledge of compliance with governance and security policies in all configurations and workflows within ServiceNow

Responsibilities

• Gather, document, and prioritize business and technical requirements for ServiceNow development and configuration projects
• Collaborate with stakeholders and end-users to understand business needs and translate them into functional workflows and technical specifications
• Define and document ServiceNow platform configurations, including catalog items, workflows, business rules, client scripts, and reporting dashboards
• Work with development teams to implement modules and capabilities such as ITSM, ITOM, ITAM, CMDB, Incident, Problem, and Service Catalog
• Perform gap analysis between business requirements and ServiceNow system functionality to provide tailored solutions
• Collaborate on the development of custom integrations between ServiceNow and external applications using REST APIs or other integration tools
• Identify opportunities for improvement or automation of business processes through ServiceNow features such as Flow Designer, Workflow Editor, and script-based automation
• Conduct user acceptance testing (UAT) and coordinate with end-users and administrators to ensure solutions meet mission requirements
• Act as the primary point of contact between key stakeholders and technical teams to drive successful project execution
• Train end-users on new workflows, modules, and reports and provide ongoing support for ServiceNow implementations
• Ensure compliance with governance and security policies in all configurations and workflows within ServiceNow

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed