ServiceNow Business Analyst

Summary:

We are seeking a detail-oriented and experienced ServiceNow Business Analyst to join our team. In this role, you will act as the primary liaison between business stakeholders and the IT department, ensuring that ServiceNow solutions align with organizational objectives and business needs. The ideal candidate will possess strong knowledge of ServiceNow platform capabilities, IT Service Management (ITSM) processes, and business analysis methodologies, with a talent for translating complex business requirements into clear, actionable specifications for technical teams.

Key Responsibilities:

• Lead requirements-gathering sessions, workshops, and stakeholder interviews to elicit, define, and document business processes and requirements.
• Analyze current-state ("as-is") business processes and design future-state ("to-be") workflows leveraging ServiceNow platform capabilities and best practices.
• Create detailed functional requirements, user stories, process flows, and acceptance criteria to support ServiceNow development and configuration activities.
• Conduct gap analyses to identify differences between business requirements and out-of-the-box ServiceNow functionality, recommending scalable and cost-effective solutions.
• Collaborate closely with ServiceNow administrators, developers, solution architects, and technical teams to ensure solutions align with business requirements.
• Support the implementation and enhancement of ServiceNow modules, including IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), HR Service Delivery (HRSD), or other platform capabilities, as applicable.
• Develop and execute test strategies, test scripts, and user acceptance testing (UAT) activities to validate solution quality and business readiness.
• Facilitate stakeholder reviews, demonstrations, and training sessions to drive adoption and maximize business value from the ServiceNow platform.
• Provide ongoing functional support, troubleshooting assistance, and process improvement recommendations following implementation.

Basic Qualifications:

• Minimum of five (5) years of experience as a Business Analyst, Functional Analyst, or similar role supporting ServiceNow implementations, enhancements, or platform operations.
• Strong experience working with ServiceNow platform capabilities and modules such as IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), HR Service Delivery (HRSD), Asset Management, CMDB, Knowledge Management, and Service Catalog.
• Proven ability in business process analysis, requirements engineering, and creating functional specifications. Excellent communication and stakeholder management skills are essential.
• Possess an active IT-II Non-Critical Sensitive security clearance or a Tier 3 (T3) investigation at the time of proposal submission.