HMG America LLC is the best Business Solutions focused Information Technology Company with IT consulting and services, software and web development, staff augmentation and other professional services. One of our direct clients is looking for ServiceNow Business Analyst in Charlotte, NC. Below is the detailed job description.
Title: ServiceNow Business Analyst
Location: Charlotte, NC, USA
Duration: Contract
Job Description:
Role Summary:
The ServiceNow Business Analyst acts as a bridge between business stakeholders and technical teams.
Key Responsibilities:
Gather, analyze, and document business requirements for ServiceNow initiatives (BAU and enhancements)
Translate requirements into clear user stories, acceptance criteria, and functional specifications
Work with stakeholders to prioritize backlog items and manage scope expectations
Participate in sprint planning, backlog grooming, demos, and retrospectives
Support UAT planning, execution, defect triage, and sign off
Maintain documentation: BRDs, user stories, process flows, SOPs, training materials
ServiceNow Technical & Platform Responsibilities
Possess hands on understanding of ServiceNow platform architecture
Understand how requirements map to:
o Tables, fields, relationships
o Forms, views, UI policies
o Workflows vs Flow Designer
o Business Rules, Client Scripts, Script Includes (conceptual level)
o Convert Business requirements to Functional Requirement documentation and collaborate with Dev/Lead Dev's for Technical Design documentation.
Design requirements that align with out of the box capabilities before customization
Understand RITM SCTASK lifecycle, fulfillment models, approvals, and SLAs
Review and validate technical solution approaches proposed by developers
Identify technical impacts, dependencies, and risks early in the lifecycle
Ensure requirements are upgrade safe, scalable, and maintainable
Support data related discussions (imports, CMDB impacts, integrations conceptual)
Collaboration & Governance
Act as a single point of contact between business and technical teams
Work closely with:
o ServiceNow Developers
o Lead Developer / Architect
o Product Owners / Scrum Master
Help enforce BAU vs Project scope boundaries
Participate in release planning and post release validation
Support leadership with status updates, risks, and dependency tracking
Required Skills & Experience
Core Experience
6 10+ years of experience as a Business Analyst, with ServiceNow focus
Strong experience in Agile / Scrum delivery models
Excellent stakeholder communication and documentation skills
Experience working with US based customers / stakeholders preferred
ServiceNow Technical Knowledge (Must Have)
Strong understanding of ServiceNow core platform concepts
Functional knowledge of:
o ITSM (Incident, Problem, Change)
o Asset (HAM and SAM)
o CMDB
o Service Catalog & Request Fulfillment
o Application Portfolio Management
o Business Continuity Management
o SecOps (SIR and VR)
o Knowledge Management
o CMDB (conceptual understanding)
Ability to read and understand:
o User stories vs technical tasks
o Configuration vs customization
Awareness of integrations (REST, MID Server conceptual)
Comfortable working with developers on technical feasibility discussions
Required Skills & Experience:
6 10+ years of ServiceNow Business Analyst experience
Strong ITIL and ServiceNow platform knowledge
Agile/Scrum delivery experience
Strong stakeholder communication skills
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