Job Overview We are seeking a dynamic and detail-oriented ServiceNow Business Analyst to join our innovative IT team. In this role, you will serve as a vital bridge between business needs and technical solutions, leveraging your expertise in ServiceNow platform management, solution architecture, and systems analysis. Your energetic approach will drive the successful implementation and optimization of ServiceNow workflows, ensuring seamless integration with existing IT infrastructure and enterprise systems. This position offers an exciting opportunity to influence digital transformation initiatives and enhance operational efficiency across the organization.
Key Responsibilities
Gather, document, and validate business and technical requirements from stakeholders
Conduct stakeholder interviews, workshops, and discovery sessions
Translate business needs into functional specifications, user stories, and process flows
Analyze existing business processes and recommend improvements using ServiceNow capabilities
Develop current-state and future-state workflow documentation
Support implementation and enhancement of ServiceNow modules including but not limited to Public Sector Digital Services (PSDS), IT Operations Management (ITOM), Configuration Management DataBase (CMDB), Workspace Service Delivery (WSD), Integrated Risk Management (IRM) and Asset Management
Serve as primary liaison between business users and technical development teams
Participate in Agile/Scrum meetings including sprint planning and backlog refinement
Create User stories and acceptance criteria
Identify opportunities for automation and operational efficiency
Recommend ServiceNow best practices and governance standards
Develop and execute User Acceptance Testing (UAT) plans
Document defects and coordinate issue resolution
Ensure successful implementation and user adoption
Qualifications
3–5 years of Business Analyst experience in IT environments
2+ years of hands-on experience working with the ServiceNow platform
Strong understanding of ITIL processes and IT service management principles
Experience gathering and documenting business requirements
Experience working in Agile/Scrum environments
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
ServiceNow certifications (CSA, CIS-ITSM, CAD, or similar) preferred
Business Analyst certifications (IIBA, PMI-PBA, ECBA, or similar) preferred
ITIL Foundation Certification preferred
Deliverables
The ServiceNow Business Analyst will be expected to produce and maintain the following deliverables:
User stories and acceptance criteria
Current-state and future-state process maps
ServiceNow enhancement recommendations
Workflow design specifications
Sprint backlog items and prioritization documentation