Senior Business Analyst

Job Summary

We are seeking an experienced Senior ServiceNow Business Analyst / Project Manager / Coordinator to lead and support ServiceNow platform initiatives across multiple business functions. This role combines business analysis, project management, stakeholder engagement, and coordination responsibilities to ensure the successful delivery of ServiceNow solutions that align with organizational objectives. The ideal candidate possesses strong ServiceNow platform knowledge, exceptional communication skills, and the ability to manage projects from requirements gathering through implementation, testing, deployment, and post-production support.

Responsibilities

• Business Analysis:
  • Partner with business stakeholders to gather, analyze, document, and validate business and functional requirements.
  • Conduct workshops, interviews, and process-mapping sessions to identify business needs and improvement opportunities.
  • Translate business requirements into detailed user stories, functional specifications, and acceptance criteria.
  • Analyze current-state processes and recommend ServiceNow-based solutions to improve efficiency and user experience.
  • Support backlog management, prioritization, and requirements traceability.
• Project Management:
  • Lead ServiceNow implementation, enhancement, integration, and optimization projects.
  • Develop and maintain project plans, schedules, milestones, risk registers, and status reports.
  • Manage project scope, timelines, budgets, resources, dependencies, and deliverables.
  • Facilitate Agile ceremonies, stakeholder meetings, and governance reviews.
  • Monitor project performance and proactively identify and mitigate risks and issues.
• Coordination & Stakeholder Management:
  • Serve as the primary liaison between business stakeholders, ServiceNow developers, architects, testing teams, and leadership.
  • Coordinate cross-functional teams to ensure timely execution of project activities.
  • Track action items, decisions, and dependencies across multiple workstreams.
  • Prepare executive-level communications, presentations, dashboards, and status updates.
  • Support organizational change management, training, and adoption efforts.
• ServiceNow Platform Support:
  • Support implementations and enhancements across ServiceNow modules, including IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), HR Service Delivery (HRSD), and Customer Service Management (CSM).
  • Collaborate with technical teams on solution design, integrations, workflows, and automation initiatives.
  • Participate in testing activities including UAT planning, execution, and defect management.
  • Ensure compliance with ServiceNow best practices and organizational governance standards.

Required Qualifications

• Bachelor's degree in Information Systems, Business Administration, Project Management, or related field.
• 8 years of experience as a Business Analyst, Project Manager, Program Coordinator, or related role.
• 5 years of experience supporting ServiceNow implementations and enhancements.
• Strong understanding of Agile, Scrum, and hybrid delivery methodologies.
• Experience creating Business Requirements Documents (BRDs), Functional Requirements, User Stories, Process Flows, Project Plans, and Executive Status Reports.
• Proven experience managing multiple concurrent projects and stakeholders.
• Excellent analytical, problem-solving, organizational, and communication skills.
• AI experience with drafting user stories, converting technical configuration into plain language, and creating project support documentation.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS).
• Certified Scrum Master (CSM).
• PMI Project Management Professional (PMP).
• SAFe Certification.
• ITIL Foundation Certification.
• Experience in federal, government, healthcare, financial services, or large enterprise environments.
• Experience with ServiceNow platform governance, roadmap planning, and digital transformation initiatives.
• Shows initiative, presents ideas to overcome challenges, self-starter.
• Positive attitude, willingness to learn, and team-oriented.