ServiceNow Business Analyst

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

📋 Description

• Collect, document, and validate business and technical requirements from stakeholders.

• Facilitate stakeholder interviews, workshops, and discovery sessions.

• Convert business needs into functional specifications, user stories, and process flows.

• Evaluate existing business processes and suggest enhancements utilizing ServiceNow capabilities.

• Create documentation for current-state and future-state workflows.

• Assist in the implementation and enhancement of ServiceNow modules, including but not limited to Public Sector Digital Services (PSDS), IT Operations Management (ITOM), Configuration Management Database (CMDB), Workspace Service Delivery (WSD), Integrated Risk Management (IRM), and Asset Management.

• Act as the primary liaison between business users and technical development teams.

• Engage in Agile/Scrum meetings, including sprint planning and backlog refinement.

• Develop user stories and establish acceptance criteria.

• Identify opportunities for automation and improve operational efficiency.

• Advise on ServiceNow best practices and governance standards.

• Formulate and execute User Acceptance Testing (UAT) plans.

• Document defects and manage issue resolution processes.

• Ensure successful implementation and promote user adoption.

⛳️ Requirements

• 3–5 years of experience as a Business Analyst in IT environments.

• Over 2 years of hands-on experience with the ServiceNow platform.

• Solid understanding of ITIL processes and IT service management principles.

• Proven experience in gathering and documenting business requirements.

• Background in Agile/Scrum environments.

• Strong analytical and problem-solving capabilities.

• Exceptional written and verbal communication skills.

• Preferred: ServiceNow certifications (CSA, CIS-ITSM, CAD, or similar).

• Preferred: Business Analyst certifications (IIBA, PMI-PBA, ECBA, or similar).

• Preferred: ITIL Foundation Certification.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work arrangements and a supportive work environment.

• Employee recognition programs and team-building activities.