ServiceNow Business Analyst

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Job Description:
As a
ServiceNow Business Analyst
, you will act as a liaison between business stakeholders and technical teams to ensure the successful implementation and optimization of ServiceNow solutions. You will be responsible for gathering, analyzing, and documenting business requirements and working with development and implementation teams to translate these into technical solutions that meet business needs.

Key Responsibilities:

• Requirements Gathering & Analysis: Collaborate with business stakeholders to understand their needs and document detailed business requirements for ServiceNow solutions, including ITSM, ITOM, CSM, CMDB, and other ServiceNow modules.
• Business Process Mapping: Analyze and map existing business processes, identify areas for improvement, and propose streamlined workflows that leverage ServiceNow functionality.
• Solution Design: Work closely with ServiceNow developers and architects to design solutions that meet business requirements, ensuring the alignment of the ServiceNow platform with business objectives and ITIL best practices.
• User Stories & Documentation: Develop detailed user stories, process flows, and use cases for ServiceNow configurations, customizations, and integrations.
• Configuration Support: Assist in the configuration of ServiceNow applications, including setting up business rules, workflows, forms, reports, and dashboards to meet business requirements.
• Testing & Quality Assurance: Coordinate user acceptance testing (UAT), ensuring that solutions are thoroughly tested and meet business expectations before deployment.
• Stakeholder Communication: Maintain regular communication with business users and technical teams to ensure alignment on project goals, timelines, and deliverables.
• Continuous Improvement: Identify opportunities for continuous improvement and optimization of ServiceNow processes and functionalities based on business feedback and performance metrics.
• Training & Support: Provide training and support to end-users on new or enhanced ServiceNow features, ensuring a smooth transition and adoption of new solutions.
• Change Management: Help support the change management process for ServiceNow upgrades and enhancements, ensuring proper communication and user readiness for changes.

Required Qualifications:

• Experience: 5+ years of experience as a ServiceNow Business Analyst, with at least 3 years specifically focused on ServiceNow implementations and process automation.
• ServiceNow Knowledge: Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB.
• Business Analysis Skills: Strong ability to analyze business requirements, model processes, and translate them into technical specifications. Proficiency in creating user stories, workflows, and process documentation.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively collaborate with both business and technical teams. Strong presentation and facilitation skills.
• Stakeholder Management: Proven ability to work with various stakeholders, including business leaders, IT teams, and external vendors, to gather requirements, manage expectations, and deliver results.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to address complex business challenges and propose effective solutions.
• ITIL Knowledge: A solid understanding of ITIL frameworks, particularly in the context of ServiceNow, is highly beneficial.
• Certifications: ServiceNow Certified System Administrator (CSA) or Business Analyst certifications (e.g., CBAP, IIBA) are highly desirable.

Preferred Qualifications:

• Experience working in Agile/Scrum environments, including participation in sprint planning, retrospectives, and daily stand-ups
• Knowledge of ServiceNow integrations (REST/SOAP) and data management
• Familiarity with ServiceNow CSM features, including Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement (email, chat, virtual agent), and experience configuring and optimizing customer service processes
• Familiarity with advanced ServiceNow features like Flow Designer, Virtual Agent, or Performance Analytics
• Experience with data migration and integration projects involving ServiceNow
• Understanding of cloud technologies (AWS, Azure) and how they integrate with ServiceNow

Hiring Manager Notes:

• Location & Time Zone: Strong preference for candidates based in AZ, CA, or nearby states to support effective onshore/offshore collaboration and alignment with team standups.
• Work Model: Remote-first role with occasional, optional travel for key client engagements. All travel will be reimbursed.
• Engagement Model: Contract-to-hire opportunity with a minimum 6-month contract, with potential for earlier conversion for strong performers.

MUST HAVE:

• 5+ years of experience as a ServiceNow Business Analyst, with at least 3 years specifically focused on ServiceNow implementations and process automation.
• Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB.
• Strong ability to analyze business requirements, model processes, and translate them into technical specifications. Proficiency in creating user stories, workflows, and process documentation.
• A solid understanding of ITIL frameworks, particularly in the context of ServiceNow, is highly beneficial.
• ServiceNow Certified System Administrator (CSA) certification required.