ServiceNow Business Analyst

Ampcus Incorporated

Chicago, IL(remote)

JOB DETAILS
SKILLS
Acceptance Testing, Agile Programming Methodologies, Analysis Skills, Application Programming Interface (API), Atlassian JIRA, Automation, Backlog Prioritization, Best Practices, Business Analysis, Business Processes, Business Services, Change Management, Change Order Management, Consulting, DevOps, Documentation, Enterprise Application Integration (EAI), Establish Priorities, Financial Services, Functional Requirements Document (FRD), IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Information Technology & Information Systems, Microsoft Outlook, Microsoft Product Family, Microsoft Windows Azure, Process Flow, Process Improvement, Process Management, Product Backlog, Product Demonstration, Quality Management, REST (Representational State Transfer), Requirements Management, Risk Analysis, SOAP (Simple Object Access Protocol), Scrum Project Management and Software Development, ServiceNow, Sprint Planning, Sprint Retrospective, Standup Meetings, Systems Administration/Management, Use Cases
LOCATION
Chicago, IL(remote)
POSTED
1 day ago

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

 

Job Title: ServiceNow Business Analyst

Location(s): Chicago, IL
(Remote)


Job Description:
We are seeking an experienced ServiceNow Business Analyst to support enterprise ServiceNow implementations and platform enhancements across Demand Management, Service Catalog, Forms, ITSM, and Microsoft O365 integrations (Outlook and Teams). This role serves as the bridge between business stakeholders and technical teams by gathering requirements, optimizing business processes, and ensuring scalable ServiceNow solutions are delivered using Agile methodologies.

Key Responsibilities:

  • Lead requirements gathering workshops with business stakeholders across multiple ServiceNow initiatives.
  • Translate business needs into functional requirements, user stories, acceptance criteria, process flows, BRDs, FRDs, and use cases.
  • Collaborate with Product Owners to prioritize product backlogs and refine user stories.
  • Support Demand Management processes, including intake, prioritization, tracking, and demand-to-delivery workflows.
  • Design and optimize Service Catalog items, request forms, approval workflows, and request management processes.
  • Gather and document requirements for ITSM modules, including Incident, Problem, Change, and Request Management.
  • Ensure ServiceNow implementations align with ITIL best practices and enterprise governance standards.
  • Define business requirements for integrations between ServiceNow and Microsoft Outlook and Teams, including notifications, approvals, and collaboration workflows.
  • Analyze current-state business processes and recommend future-state improvements through automation and workflow optimization.
  • Act as the primary liaison between business stakeholders, Product Owners, developers, and technical teams.
  • Facilitate workshops, solution demonstrations, User Acceptance Testing (UAT), and stakeholder communications.
  • Participate in Agile ceremonies, including sprint planning, backlog grooming, daily stand-ups, sprint reviews, and retrospectives.
  • Identify risks, dependencies, and opportunities to improve delivery quality and business outcomes.
Required Qualifications:
  • 6–10+ years of experience as a Business Analyst in enterprise IT environments.
  • Proven experience supporting enterprise ServiceNow implementations and enhancements.
  • Strong hands-on experience with:
    • ServiceNow Demand Management
    • Service Catalog and Forms
    • ITSM modules (Incident, Change, Problem, and Request Management)
    • REST/SOAP integrations and enterprise application integrations
  • Strong understanding of ITIL processes and service management best practices.
  • Experience translating business requirements into functional specifications and technical solutions.
  • Experience creating user stories, acceptance criteria, business process documentation, and functional documentation.
  • Strong stakeholder management, communication, and facilitation skills.
  • Experience working in Agile/Scrum delivery environments.

Preferred Qualifications:

  • Experience integrating ServiceNow with Microsoft O365 applications, including Outlook and Teams.
  • Experience working in financial services or other regulated industries.
  • Familiarity with Agile delivery tools such as Jira, Azure DevOps, or ServiceNow Agile 2.0.
  • Knowledge of ServiceNow platform capabilities, including CMDB, CSDM, and integrations.
  • ServiceNow Certified System Administrator (CSA) certification.
  • ITIL v3 or ITIL 4 certification.
  • CBAP or equivalent Business Analysis certification.

Key Skills:

  • ServiceNow
  • Business Analysis
  • Demand Management
  • Service Catalog
  • ServiceNow Forms
  • ITSM
  • Incident Management
  • Change Management
  • Problem Management
  • Request Management
  • ITIL
  • Microsoft Outlook
  • Microsoft Teams
  • O365 Integration
  • REST APIs
  • SOAP
  • Requirements Gathering
  • User Stories
  • BRD
  • FRD
  • UAT
  • Process Improvement
  • Workflow Automation
  • Agile
  • Scrum
  • Jira
  • Azure DevOps
  • Stakeholder Management
 


Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.

About the Company

A

Ampcus Incorporated

Ampcus Inc is a global technology and business consulting firm specializing in Digital Transforrmation, Big Data, Analytics, Cyber Security, Testing, IV&V, Infrastructure Management and Enterprise Solutions. Ampcus Inc is an SBA 8(a) certified Women and Minority Owned global Provider of broad range of consulting Services. From strategy to execution, our disciplined yet flexible approach starts and ends with our clients. By listening hard and working harder, their goals become our goals. We are an ISO 9000, ISO 20000, ISO 27000 and CMMi Level certified company.

Ampcus consultants have significant business, engineering and technology experience. Our consultants have over 20 years of business experience and an average of over 10 years of engineering and technology experience. This means that the project teams understand how systems work and how the technology impacts the business processes of organizations.

We believe that success of an engagement is determined by strong project management, clear communication and mutual commitment working collaboratively. Our methodology begins by listening to the customer needs, then working with their teams to gain a clear understanding of the requirements, while providing a knowledge transfer of best practices for the organization. As a recognized leader providing customized software services, management and engineering solutions to companies around the world, our ability to deliver is a "granted"​ that makes companies put their trust in us to answer their day-to-day business challenges and put them on a path for greater success. We are the choice for our clients because we look at our clients business from a growth perspective.

Industry: Information Technology and Services

Specialties: Digital Transformation, Big Data and Analytics, Infrastructure Management Services, Testing and IV&V, Cyber Security, Active Directory and E-mail Infrastructure, Project Management, Training, and ERP, CRM. EAI, BI

COMPANY SIZE
500 to 999 employees
INDUSTRY
Staffing/Employment Agencies
WEBSITE
http://www.ampcus.com