ServiceNow Business Analyst*

ServiceNow Business Analyst*

Salary

$96,324.80 - $135,948.80 Annually

Location

Throughout San Bernardino County, CA

Job Type

Full-time

Job Number

26-01684EBSA-01

Department

Innovation and Technology Department

Opening Date

09/26/2026

Closing Date

10/9/2026 5:00 PM Pacific

FLSA

Non-Exempt

• Description
• Benefits
• Questions

The Job

The Innovation and Technology Department is seeking a skilled and collaborative ServiceNow Business Analyst* to support the ServiceNow team. The successful candidate will serve as a key liaison between business stakeholders and technical teams, helping translate business needs into effective, scalable, and user-focused ServiceNow solutions.

This position will participate in the analysis, design, enhancement, and implementation of ServiceNow solutions while helping identify opportunities to improve business processes, system functionality, and the overall user experience.

Responsibilities may include:

• Partner with business stakeholders, technical teams, and cross-functional partners to gather, analyze, and document business and system requirements for ServiceNow initiatives.
• Translate business needs into user stories, process flows, acceptance criteria, functional requirements, and other system documentation.
• Support the design, implementation, and enhancement of ServiceNow solutions across the platform. Provide functional analysis and coordination with ServiceNow administrators and developers responsible for technical configuration and development.
• Facilitate workshops, interviews, and working sessions to understand business needs, identify process improvements, and define system requirements.
• Analyze current-state and future-state business processes and recommend efficient, scalable, and sustainable solutions.
• Collaborate with developers, product owners, QA teams, and other technical professionals to ensure requirements are clearly understood and solutions meet business needs.
• Assist with testing activities, including test planning, test case development, execution support, defect identification, and validation of delivered functionality.
• Review proposed solutions and functionality to ensure alignment with business requirements, technical standards, and established ServiceNow practices.
• Maintain clear and accurate requirements, process, testing, and system documentation. Develop and maintain business-facing documentation, job aids, and training materials as needed.
• Coordinate and manage ServiceNow initiatives from intake through implementation, including project planning, milestone tracking, risk and issue management, dependency coordination, status reporting, and stakeholder communication.
• Develop and facilitate user training sessions, demonstrations, workshops, and supporting materials when needed to support successful adoption of new or changed ServiceNow processes and functionality.
• Participate in system implementations, enhancements, upgrades, and other ServiceNow-related projects.
• Support effective communication between business and technical teams throughout the system development and implementation lifecycle.
• Identify opportunities to improve system functionality, streamline processes, and enhance the use of ServiceNow across the organization.

Official job title: Business Systems Analyst III; for more detailed information, refer to the Business Systems Analyst III job description.

EXCELLENT BENEFITS

To review the job-specific benefits, refer to: Summary of Benefits and the Memoranda of Understanding (MOU)

The County also offers an alternative Modified Benefits Option (MBO) that provides a wage differential.

CONDITIONS OF EMPLOYMENT

Pre-Employment Process: Incumbent must successfully complete a background investigation (fingerprinting and work history/education check) in addition to a job-related physical exam, including a drug test.

Travel: Travel throughout the County may be required and employees will be required to make provisions for such transportation.

Shift: Some positions require availability for night and swing shifts, weekends, and on-call, including holidays as needed. Indicate availability on application.

Sponsorship: Please note San Bernardino County is not able to consider candidates who will require visa sponsorship at the time of application or in the future. Candidates must be able to present their legal right to work in the United States.

Minimum Requirements

Candidates MUST meet the required experience and education in order to qualify.

REQUIRED EXPERIENCEThree (3) years full time equivalent experience, within the past five (5) years, in a production environment performing business systems analysis.

Experience MUST include at least two (2) the following:

• Three (3) years full time equivalent experience in at least four (4) of the following areas: requirements gathering, end user acceptance testing, process mapping, workflow diagramming, documenting business rules, feasibility studies, and cost/benefit analysis.
• Three (3) years full time equivalent experience the ServiceNow platform, including requirements analysis, workflow or process analysis, system enhancements, testing, or implementation.
• At least one (1) year full-time equivalent experience managing IT projects while leading IT staff.

REQUIRED EDUCATIONThirty (30) semester (45 quarter) units of completed college level coursework from and accredited college or university in information technology, business administration or a closely related field.

Applicants must submit a list of coursework or unofficial transcripts, unless a Bachelors degree has been conferred in a qualifying field.

EDUCATION SUBSTITUTION: One (1) year of additional qualifying experience may substitute for the required education.

Qualifying degrees and coursework must be conferred by institutions accredited by an accrediting body recognized by the U.S. Department of Education. Degrees earned outside the United States must be accompanied by an evaluation from a recognized credential evaluation service verifying U.S. equivalency.

.

Desired Qualifications

The ideal candidate will possess:

• A Bachelors degree in information technology, business administration, or a closely related field.
• Experience serving as a Business Analyst or Business Systems Analyst supporting enterprise applications or ServiceNow implementations.
• Experience managing IT projects in a leadership role. Experience coordinating ServiceNow initiatives, system implementations, or cross-functional technology projects is highly desirable.
• Experience working in collaboration with developers, system administrators, product owners, QA professionals, and business stakeholders.
• Familiarity with software development and implementation methodologies, including Agile practices.
• Strong analytical, problem-solving, communication, and documentation skills.
• Ability to manage multiple priorities and effectively communicate technical information to both technical and non-technical audience.
• Experience facilitating user training, demonstrations, workshops, or change-adoption activities for enterprise technology solutions.

Selection Process

Examination Procedure:

There will be a competitive evaluation of qualifications based on the information provided in the Application and the Supplemental Questionnaire. You are encouraged to include detailed descriptions of your qualifying experience and skills, as only the most highly qualified applicants will be referred to the Department.

Application Procedure:

Please complete and submit the online employment application and supplemental questionnaire for consideration before 5:00 PM PT, FRIDAY, OCTOBER 9, 2026. Resumes will not be accepted in lieu of the application and/or supplemental questionnaires.

To ensure timely and successful submission of your online application, please allow ample time to complete and submit your application before the filing deadline. Applicants will be automatically logged-out if they have not submitted the application and all required materials prior to the posted deadline. Once your application has been successfully submitted you will receive an onscreen confirmation and an email. We recommend that you save and/or print these for your records. Please note: if you do not receive an onscreen confirmation and an email acknowledging our receipt of your application, we have not received your application.

If you need technical assistance, follow this link to review the Government Jobs online application guide or contact their Toll-Free Applicant Support line at (855) 524-5627. Please note that Human Resources is not responsible for any issues or delays caused by your internet connection, computer, or browser when submitting an application.

Equal Employment Opportunity (EEO) / Americans with Disabilities Act (ADA):

San Bernardino County is an Equal Employment Opportunity (EEO) and Americans with Disabilities Act (ADA) compliant employer, dedicated to ensuring equal employment opportunities for all employees and applicants.

ADA Accommodation:

If you have a disability and need accommodations during the testing process, please submit the Special Testing Accommodations Request Form (Download PDF) within one week of the recruitment filing deadline.

Veterans Preference:

Eligible veterans, their spouses, or widows/widowers who are not current County employees may receive additional Veterans Preference points. For details and instructions on how to request these points, please refer to the Veterans Preference Policy.

For more important details, review the Applicant Information and County Employment Process.

Administrative Services Unit

San Bernardino County offers a range of benefit programs for employees and their eligible dependents. These include health, dental, vision, and life insurance, as well as a variety of other voluntary benefits. Programs and benefit amounts vary and are based on bargaining unit, family size, hire date, plan selection, and number of hours worked.

Please review the appropriate Summary of Benefits* for more information

Refer to the appropriate MOU, contact the County's Employee Benefits and Services Division at (909) 387-5787 or visit the Employee Benefits website for more detailed information.

• Retirement benefits subject to change.

01

PLEASE READ THE BELOW STATEMENT

Instructions: The information provided on your application and in your responses to the following Supplemental Questionnaire will be used to determine if you meet the minimum requirements for this position, as well as in a competitive evaluation of qualifications. It is in your best interest to be as thorough as possible in your responses. Applicants will not be able to update their application materials or answers to the questionnaire once the application has been submitted. Note: Experience listed on this questionnaire must also be listed and fully detailed in the work experience section of your application.

• I understand.

02

Education: Indicate the highest level of education completed in information technology, business administration or a closely related field.

• Masters degree
• Bachelors degree
• Associates degree
• Thirty (30) semester (45 quarter) units
• Less than thirty (30) semester (45 quarter) units

03

Education/Coursework: Please provide your completed education information. Please note, failure to provide the required education information can adversely affect the evaluation of your application.

COURSEWORK: If listing coursework, include the school name, class title, number of units, and type of units (semester/quarter). Unofficial transcripts may be attached in lieu of listing coursework. Example: CSUSB, Intro to Computer Science, 3 semester.

DEGREE: If you possess a degree from an accredited college or university, include the school name, type of degree, and major. Example: CSUSB, Bachelor of Science, Computer Science

If no education, indicate "N/A."

04

Certification: Please list any relevant professional certifications you may possess, including ServiceNow, ITIL, project management, Agile/Scrum, or business analysis certifications.

If you do not possess any certificates, indicate "N/A."

05

IT Business Systems Analysis: Of the following, indicate the areas where you possess three (3) years of experience. Lack of experience with any of the below listed systems does not preclude a candidate from meeting the minimum qualifications.

• SDLC Methodologies
• Feasibility/Cost/Benefit Analysis
• RFP Analysis and Review
• Requirements Gathering
• Process Mapping/Workflow Diagramming
• Quality Assurance Testing
• Software Maintenance
• Business Process Improvement
• Documentation and Written Communication
• System Rollout and Deployment
• End User Training
• Project Management
• Data Migration and Conversion Validation
• Data Modeling and Entity Relationship Diagramming
• Procurement Process
• County Advance Planning Document (APDs) Process
• Change Management Communication Process
• Clinical Workflow Analysis
• Stakeholder Facilitation / Requirements Workshops
• Change Management / User Adoption
• None of the above

06

Business Systems Analysis Experience: Describe your experience providing business systems analysis in a production environment and include your experience in the following areas: requirements gathering, user acceptance testing, process mapping, workflow diagramming, documenting business rules, feasibility studies, or cost/benefit analysis. Include experience developing user stories, acceptance criteria, and facilitating stakeholder workshops where applicable. Your response must include the name of your employer, job title, and a brief description of your role. The employer must be cleared listed in the Work Experience section of your application.

If none, indicate "N/A."

It is your best interest to provide a thorough and detailed response as it may offer significant information during the evaluation application.

07

ServiceNow Experience: Describe your experience testing, deploying, or supporting ServiceNow enhancements, integrations, platform upgrades, or release management. Include your experience gathering requirements, analyzing business processes, coordinating testing/UAT, supporting implementation, and working with ServiceNow technical teams. In your response include your role, your level of responsibility, the name of your employer(s), and other related duties. The employer(s) must be clearly listed on the Work Experience section of your application.

If no experience, indicate "N/A."

08

IT Business Systems Project Management: Indicate the years of experience you possess managing and/or leading IT projects.

• 5+ years
• 4 years
• 3 years
• Less than 3 years

09

Project Management Experience: Describe your experience managing projects related to this position. Include methodologies and management tools applied to bring the project to completion. Include your experience planning, schedules/milestones, risks/issues, stakeholder communication, dependencies, and project status reporting. Ensure to include the name of employer and indicate if you led a team. If no experience, indicate "N/A."

10

Lead/Supervisory Experience: Indicate which of the following lead/supervisory tasks you performed. Select all that apply.

• Assign and review work
• Project/team leadership activities
• Facilitate project meetings
• Coordinate project tasks
• Track milestones and deliverables
• Manage risks/issues
• Provide status reports
• Coordinate cross-functional teams or vendors
• Lead requirements workshops
• Support change management
• Facilitate trainings or demonstrations
• None of the above

11

Data Analysis: Indicate the following areas you have at least one year of experience. Select all that apply. This information will be used for determining department placement. Lack of experience does not preclude a candidate from meeting the minimum qualifications.

• Data Analysis and data integrity validation.
• Extracting and analyzing data from various data sources for reconciliation and/or preparation for data migration or conversion.
• Requirements for data reconciliation, reporting, and validation associated with ServiceNow initiatives.
• None of the above

12

Programming Languages: Indicate the ServiceNow or IT service management areas which you have experience. Select all that apply.

• Incident Management
• Request Management/Service Catalog
• Change Management
• Problem Management
• Knowledge Management
• CMDB/Asset/Configuration processes
• Reporting/Analytics
• Testing/UAT
• Release/Upgrade Coordination
• Other ServiceNow modules
• Other
• None of the above

13

Training and User Adoption: Describe your experience developing or facilitating end-user training, demonstrations, workshops, user guides, knowledge articles, or other adoption materials for a technology implementation. Include the audience, your role, and the type of system or process change involved. If no experience, indicate "N/A."

14

Applicant Acknowledgement - Notification via email: As part of our efforts to increase efficiency and promote conservation of resources, human resources uses email to communicate with applicants. Therefore, all future communications regarding this recruitment, including applicant status and testing notifications, will be made via email. Each applicant needs their own email address. We strongly encourage you, as an applicant, to ensure that the email address you have provided us with your application is current, secure, confidential, and readily accessible to you. Adjust Spam and/or other filters so that our emails are accepted. Please carefully read any notices that we send you and follow any instructions provided in a timely manner. We will not be responsible in any way if you do not receive our emails (i.e., for the non-delivery of our emails or if you fail to check your e-mail on a timely basis).

• I acknowledge that I have read, understood, and agree to the above.

15

ATTENTION GMAIL USERS

We have become aware of an increase in Gmails spam filter sensitivity. Due to this change, it is possible that emails coming from San Bernardino County Human Resources may be marked as spam and will not make it into your Gmail inbox.

For your convenience, a step-by-step guide to create and apply filters within Gmail is available in the attached PDF. Download the PDF Guide. Once downloaded, follow the instructions so that you will receive future emails from San Bernardino County Human Resources.

Note: If you apply the filters and still do not receive emails from San Bernardino County Human Resources you can check your www.governmentjobs.com (Neogov) account inbox. All notifications will appear there.

• I understand

16

Applicant Acknowledgement - Application Complete: Thank you for taking the time to complete this application and supplemental questionnaire. Please be sure to review all information provided prior to submitting it as you cannot update or revise it once submitted. Your submitted application will be reviewed and evaluated as is. Please do not refer to a resume or other documentation in lieu of completing the employment history section or responding to the supplemental questions; they will not be reviewed or considered.

Once your application has been successfully submitted, you will receive an onscreen confirmation and an email confirmation will be sent to the email address listed on your application. We recommend that you save and/or print these for your records. Please note: if you do not receive an onscreen confirmation and an email acknowledging our receipt of your application, we have not received your application.

• I acknowledge that I have reviewed my application and understand that I will not be able to update or revise any part of it once submitted.

Required Question

Employer San Bernardino County

Address 175 West Fifth Street, 1st Floor

San Bernardino, California, 92415-0440

Phone (909) 387-8304

TTY Users: 711

Website http://www.sbcounty.gov/jobs