Sr. ServiceNow Solution BA

Location:

Remote (U.S.

-Based)

Employment Type:

Full-Time (9-month contract with possibility of extension)

Citizenship: U.S. Citizenship Required

Salary: $105,000-$125,000

CRI Advantage is seeking a Senior Service Now Solution Business Analyst to support implementation and enhancement efforts across the Service Now platform. As a three-time Service Now Partner, CRI continues to expand its Service Now practice and deliver high-quality solutions across multiple modules and client environments.

This role is responsible for guiding teams in identifying business needs, defining requirements, and ensuring solutions align with business objectives.

• Lead by example and promote a culture of continuous improvement
• Provide training and support to enhance client team capabilities
• Identify opportunities for process improvements and drive implementation
• Stay current with industry trends and business analysis best practices
• Implement and maintain standards, tools, and best practices for business analysis
• Capture customer and service provider requirements in the form of user stories and support solution development with technical teams
• Understand customer pain points and recommend appropriate solutions
• Participate in design, testing, and transition of Service Now solutions
• Perform data analysis to support configuration and customization decisions
• Analyze and document business processes, workflows, and system interactions
• Translate requirements into design models and support the overall build process
• Design and execute training and user acceptance testing (UAT)
• Coordinate with developers and client teams to ensure thorough testing
• Track, report, and ensure timely resolution of defects
• Support development teams in troubleshooting and improving Service Now solutions
• Analyze system performance issues and recommend enhancements
• Work with clients to identify automation opportunities and define functional requirements
• Evaluate platform performance and recommend improvements

• 3-7 years of hands‑on Service Now experience including business analysis, solutioning, design, configuration, testing, and troubleshooting
• 4+ years of experience in business analysis
• 2+ years in a senior or lead role
• Hands‑on experience across multiple Service Now modules, including ITSM and at least one of the following: FSM, HRSD, ITOM, or WSD
• Experience leading or supporting full lifecycle Service Now implementations from requirements through deployment
• Strong experience writing Agile user stories and working within Scrum teams
• Strong analytical skills with the ability to break down complex requirements
• Experience leading requirements workshops and facilitating stakeholder discussions
• Excellent communication skills with the ability to work across technical teams and business stakeholders, including senior leadership
• Strong organizational and time management skills with the ability to manage multiple priorities independently

• Bachelor's degree in Business Administration or a related field, or 4+ years of relevant work experience in lieu of a degree

• Service Now Certified System Administrator (CSA)
• Certified Scrum Master (CSM) or equivalent Scrum certification

• Certified Implementation Specialist (CIS) in Service Now
• ITIL Foundation or similar frameworks such as COBIT, VeriSM, IT4IT, or Lean IT

• Medical (PPO/HDHP), Dental, Vision
• STD, LTD, Life & AD&D
• FSA and HSA
• PTO, Holidays, Sick Leave
• 401(k) with Employer Match
• EAP and Discount Programs

CRI Advantage has delivered innovative IT and business solutions for more than 30 years, serving public and private sector clients with a strong commitment to technical excellence and customer success. We are also proud to be a three-time Service Now Partner, reflecting our continued growth and expertise within the Service Now ecosystem.