ServiceNow Business Analyst

Position: ServiceNow Business Analyst

Location: Charlotte, NC (Onsite)

Contract: 06+ months

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:

• Tables, fields, relationships
• Forms, views, UI policies
• Workflows vs Flow Designer
• Business Rules, Client Scripts, Script Includes (conceptual level)
• 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:
• ServiceNow Developers
• Lead Developer / Architect
• 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:

• ITSM (Incident, Problem, Change)
• Asset (HAM and SAM)
• CMDB
• Service Catalog & Request Fulfillment
• Application Portfolio Management
• Business Continuity Management
• SecOps (SIR and VR)
• Knowledge Management
• CMDB (conceptual understanding)

Ability to read and understand:

• User stories vs technical tasks
• 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