ServiceNow Business Analyst

Job Title: ServiceNow Business Analyst

Location: 100% Remote- MST/PST time zone

Skills: ServiceNow Business Analyst, ServiceNow implementation, Process Automation, ITSM, ITOM, CSM, CMDB, ITIL, ServiceNow Certified System Administrator (CSA)

Must Have:

• 5+ years of experience as a ServiceNow Business Analyst, with at least 3 years specifically focused on ServiceNow implementations and process automation.
• Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB.
• Strong ability to analyze business requirements, model processes, and translate them into technical specifications. Proficiency in creating user stories, workflows, and process documentation.
• A solid understanding of ITIL frameworks, particularly in the context of ServiceNow, is highly beneficial.
• ServiceNow Certified System Administrator (CSA) certification required.

NICE TO HAVE:

• Experience working in Agile/Scrum environments, including participation in sprint planning, retrospectives, and daily stand-ups
• Knowledge of ServiceNow integrations (REST/SOAP) and data management
• Familiarity with ServiceNow CSM features, including Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement (email, chat, virtual agent), and experience configuring and optimizing customer service processes
• Familiarity with advanced ServiceNow features like Flow Designer, Virtual Agent, or Performance Analytics
• Experience with data migration and integration projects involving ServiceNow
• Understanding of cloud technologies (AWS, Azure) and how they integrate with ServiceNow.
• Healthcare industry/client experience in ServiceNow (big plus).
• Big firm / large enterprise background (ex: Accenture, Deloitte, PwC, Booz Allen type environments) with interest in moving to a smaller/hypergrowth firm

Job Description:

• As a ServiceNow Business Analyst, you will act as a liaison between business stakeholders and technical teams to ensure the successful implementation and optimization of ServiceNow solutions. You will be responsible for gathering, analyzing, and documenting business requirements and working with development and implementation teams to translate these into technical solutions that meet business needs.
• Key Responsibilities:
• Requirements Gathering & Analysis: Collaborate with business stakeholders to understand their needs and document detailed business requirements for ServiceNow solutions, including ITSM, ITOM, CSM, CMDB, and other ServiceNow modules.
• Business Process Mapping: Analyze and map existing business processes, identify areas for improvement, and propose streamlined workflows that leverage ServiceNow functionality.
• Solution Design: Work closely with ServiceNow developers and architects to design solutions that meet business requirements, ensuring the alignment of the ServiceNow platform with business objectives and ITIL best practices.
• User Stories & Documentation: Develop detailed user stories, process flows, and use cases for ServiceNow configurations, customizations, and integrations.
• Configuration Support: Assist in the configuration of ServiceNow applications, including setting up business rules, workflows, forms, reports, and dashboards to meet business requirements.