Description This role supports a large global IT services organization that includes the service desk, learning and development, end-user technology, and equipment servicing, working within a structured and collaborative nine-person team. It offers exposure to a mega-scale IT environment and hands-on learning across diverse IT operational areas. In this position, the Business Analyst II will contribute to a major ServiceNow migration initiative by gathering and documenting business requirements for on-premises processes, partnering with IT support engineering teams to map workflows, clarify needs, and produce high-quality documentation to support the overall migration effort.
Key Responsibilities- Gather and document business requirements for the ServiceNow migration.
- Conduct business process mapping and workflow documentation using ASONA, Lucidchart, and Microsoft 365 tools.
- Translate engineering requirements into clear, simplified language for both technical and non-technical audiences.
- Participate in stakeholder meetings (approx. 30%).
- Produce detailed documentation supporting IT support engineering and project teams (approx. 70%).
- Collaborate within a large organization with multiple verticals and stakeholders.
Requirements Required Qualifications- Minimum 5 years of experience in business analysis or a related field.
- Strong business process mapping skills.
- Ability to translate technical concepts into understandable terms.
- Strong verbal communication and effective probing skills.
- Ability to work effectively in diverse, global environments.
- Related experience is required.
Preferred Qualifications- Knowledge of IT service management (ITSM).
- Experience with Lucidchart.
- Flexible schedule availability (no late-night shifts required).
- Degree preferred along with demonstrated continued learning.
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