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ServiceNow Business Analyst

8 hours ago

Chandler, Arizona, United States ExecutivePlacements Full time

*ServiceNow Business Analyst (Contract-to-Hire)
Location:*
Remote (MST or PST Time Zones Only)

*Industry:*
Information Technology & Services

*Job Function:*
Information Technology

*Experience Level:*
MidSenior

*Engagement Type:*
Contract-to-Hire (Minimum 6 months)

*Work Model:*
Remote-first (occasional optional travel, reimbursed)

Compensation

  • Hourly Pay Rate: $60/hour
  • Total Openings: 1
  • Relocation Assistance: Not available
  • Visa Sponsorship: Not available

*Eligibility Note:
Only candidates located in the
Mountain (MST) or Pacific (PST) time zones*
will be considered.

Role Overview
As a
*ServiceNow Business Analyst*
, you will serve as the key liaison between business stakeholders and technical teams, ensuring successful implementation, enhancement, and optimization of ServiceNow solutions. You will lead requirements gathering, business process analysis, and solution design while partnering closely with ServiceNow developers and architects to deliver scalable, ITIL-aligned solutions.

Key Responsibilities
*Business Analysis & Requirements*

  • Partner with business stakeholders to gather, analyze, and document detailed requirements for ServiceNow solutions
  • Translate business needs into functional and technical requirements across modules including ITSM, ITOM, CSM, and CMDB
  • Develop comprehensive user stories, use cases, workflows, and process documentation

*Process & Solution Design*

  • Analyze and map current-state business processes and identify opportunities for optimization
  • Propose streamlined workflows leveraging ServiceNow best practices and platform capabilities
  • Collaborate with ServiceNow developers and architects to ensure solutions align with business objectives and ITIL frameworks

*Configuration & Platform Support*

  • Support configuration of ServiceNow applications, including:

  • Business rules

  • Workflows
  • Forms

  • Reports and dashboards

  • Assist with integrations, enhancements, and platform optimization efforts

*Testing, Deployment & Change Management*

  • Coordinate and support User Acceptance Testing (UAT)
  • Validate solutions meet business requirements prior to deployment
  • Support change management activities related to ServiceNow upgrades and enhancements

*Stakeholder Communication & Enablement*

  • Act as a trusted advisor to business users and technical teams
  • Facilitate workshops, requirements sessions, and stakeholder meetings
  • Provide training and ongoing support to end users to drive adoption

*Continuous Improvement*

  • Identify opportunities to enhance ServiceNow functionality based on feedback, metrics, and operational performance
  • Recommend platform optimizations and process improvements

Required Qualifications (MUST HAVE)

  • 5+ years of experience as a ServiceNow Business Analyst

  • Minimum 3 years focused on ServiceNow implementations and process automation

  • ServiceNow Certified System Administrator (CSA) Required

  • Deep understanding of:

  • IT Service Management (ITSM)

  • IT Operations Management (ITOM)
  • Customer Service Management (CSM)

  • CMDB

  • Strong business analysis skills with proven experience:

  • Translating business requirements into technical specifications

  • Creating user stories, workflows, and process documentation

  • Solid understanding of ITIL frameworks

  • Excellent written and verbal communication skills
  • Strong stakeholder management and facilitation abilities
  • Proven analytical and problem-solving skills

Preferred Qualifications

  • Experience working in Agile/Scrum environments (sprint planning, stand-ups, retrospectives)
  • Experience with ServiceNow integrations (REST/SOAP)

  • Familiarity with ServiceNow CSM features, including:

  • Case Management

  • Customer Portals
  • Knowledge Management

  • Omnichannel Engagement (email, chat, virtual agent)

  • Experience with advanced ServiceNow capabilities:

  • Flow Designer

  • Virtual Agent

  • Performance Analytics

  • Experience supporting data migration and integration projects

  • Working knowledge of cloud platforms (AWS, Azure) and ServiceNow integrations
  • Business Analyst certifications such as CBAP or IIBA (highly desirable)