Business Analyst – ServiceNow

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a bridge between business stakeholders and technical teams.

• Collect and convert business requirements into functional specifications for ServiceNow solutions.

• Collaborate with business users, IT teams, and stakeholders to comprehend processes and pinpoint areas for improvement.

• Lead requirements workshops, interviews, and focus groups.

• Document business processes and develop functional specifications, user stories, process flow diagrams, use cases, and workflow documentation.

• Work alongside ServiceNow developers and administrators to ensure precise implementation.

• Establish acceptance criteria and create test plans.

• Perform gap analysis between current and desired future states.

• Design and outline ServiceNow configuration requirements, including forms, workflows, catalog items, and reports.

• Manage user acceptance testing and defect resolution processes.

• Develop training materials and provide end-user training sessions.

• Create and uphold requirements traceability matrices.

• Engage in backlog grooming and sprint planning within Agile development.

• Collaborate with the Product Owner to prioritize enhancement requests and feature requirements.

• Maintain business process documentation and standard operating procedures.

• Analyze system usage data and metrics to uncover improvement opportunities.

• Assist in ServiceNow platform upgrades by evaluating business impact and requirements.

• Support change management initiatives related to ServiceNow implementation and user adoption.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

• A minimum of 1-3 years of experience as a Business Analyst, ideally in IT or enterprise systems.

• At least 1-2 years of practical experience with the ServiceNow platform.

• Demonstrated experience in gathering and documenting business requirements.

• Familiarity with business process analysis and process improvement methodologies.

• Proven track record of successfully delivering technology projects from requirements through implementation.

• Experience with Agile/Scrum development methodologies.

• Strong knowledge of ServiceNow platform capabilities and modules.

• Skilled in creating process flow diagrams using tools such as Visio, Lucidchart, or similar.

• Experience with requirements management tools like Jira, Azure DevOps, Confluence, or SharePoint.

• Understanding of ITIL processes (Incident, Problem, Change, Service Request, Knowledge Management).

• Knowledge of workflow design and automation concepts.

• Capability to create mock-ups and wireframes for user interface designs.

• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio).

• Basic understanding of relational databases and data relationships.

• Familiarity with reporting and analytics tools.

• Knowledge of system integration concepts and data flow mapping.

• Understanding of user experience (UX) principles.

• Excellent facilitation and presentation skills.

• Active listening skills with the ability to ask probing questions.

• Skills in stakeholder management and relationship building.

• Candidate must be eligible to obtain a Public Trust.

• Desired: ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS).

• Desired: Experience with specific ServiceNow modules (ITSM, ITOM, ITBM, CSM, HRSD, or others).

• Desired: Business Analysis certifications (CBAP, CCBA, PMI-PBA).

• Desired: ITIL Foundation certification.

• Desired: Previous experience in government consulting.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) retirement plan.

• Paid time off.

• Paid parental leave.

• Life and disability insurance.

• Flexible spending accounts.

• Commuter benefits.

• Tuition reimbursement.