Business Analyst – ServiceNow

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

📋 Description

• Gather, analyze, and document business requirements from stakeholders across different departments.

• Convert business needs into functional specifications and user stories for ServiceNow solutions.

• Lead requirements workshops, interviews, and focus groups.

• Evaluate business processes and workflows to pinpoint opportunities for improvement.

• Develop process flow diagrams, use cases, and workflow documentation.

• Collaborate with ServiceNow developers and administrators to implement requirements.

• Establish acceptance criteria and create test plans.

• Perform gap analysis between current and intended future states.

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

• Assist in coordinating user acceptance testing and resolving defects.

• Prepare training materials and conduct training for end-users.

• Create and maintain requirements traceability matrices.

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

• Work alongside the Product Owner to prioritize enhancement requests and feature requirements.

• Maintain documentation of business processes and standard operating procedures.

• Analyze system usage data and metrics.

• Aid in the assessment of business impact and requirements during ServiceNow platform upgrades.

• Support change management activities associated with ServiceNow implementation and user adoption.

⛳️ Requirements

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

• 1-3 years of experience as a Business Analyst, preferably within 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 ability to successfully deliver technology projects from requirements through implementation.

• Experience with Agile/Scrum development methodologies.

• Strong knowledge of ServiceNow platform capabilities and modules.

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

• Experience with requirements management tools (Jira, Azure DevOps, Confluence, SharePoint).

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

• Comprehension of workflow design and automation concepts.

• Ability to produce mock-ups and wireframes for user interface designs.

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

• Basic knowledge of relational databases and data relationships.

• Familiarity with reporting and analytics tools.

• Understanding of system integration concepts and data flow mapping.

• Insight into user experience (UX) principles.

• Exceptional written and verbal communication skills.

• A collaborative team player who operates effectively across functions.

• Strong facilitation and presentation capabilities.

• Active listening skills with a knack for asking probing questions.

• Proficient in stakeholder management and relationship building.

• Customer-focused mindset with a strong emphasis on user satisfaction.

• Ability to obtain a Public Trust clearance.

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

• Preferred: Experience with ServiceNow modules such as ITSM, ITOM, ITBM, CSM, or HRSD.

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

• Preferred: ITIL Foundation certification.

• Preferred: Previous government consulting experience.

🏝️ 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.