ServiceNow Business Analyst

Role Overview

The Business Analyst will support the CMDB & ITOM POD by helping coordinate delivery, documentation, and operational readiness across the team’s work streams. This role is focused on enabling a well-organized, disciplined pod model that supports intake, planning, tracking, and communication for work related to CMDB updates, discovery-related enhancements, integrations, and service support activities.

Support compliance with applicable Corporate and Divisional Policies and procedures. Partner with business and technology teams to understand operational needs, delivery priorities, and process improvement opportunities within the CMDB & ITOM POD.

The ideal candidate will be comfortable working in a structured delivery environment, supporting operational tasks, and ensuring clear communication between business and technical teams. A strong understanding of how good data, stable processes, and coordinated delivery support IT operations will be valuable in this position.

• Bachelor’s Degree plus 6 years of related experience; or Master’s Degree plus 5 years; or PhD with 0 years of experience.
• Experience supporting business analysis, operations coordination, documentation, or delivery activities in an enterprise environment.
• Strong communication, organization, and stakeholder coordination skills.
• Ability to manage multiple priorities and support a team-based delivery model.
• Comfortable working with documentation, status tracking, and follow-up activities.
• Analytical mindset with strong attention to detail and a customer-focused approach.
• Service Now for agile lifecycle management, sprint planning, and story tracking.
• Experience in Jira for backlog visibility, task tracking, documentation, and operational follow-up.
• Basic understanding of CMDB concepts, CI relationships, and data quality principles.
• Familiarity with ITOM-related work streams and the role they play in supporting service operations.
• Strong organizational skills for managing priorities, notes, and action items.
• Clear written and verbal communication skills.
• Attention to detail, follow-through, and a willingness to learn in a fast-moving pod structure.

• paid time off (vacation, holidays, sick)
• medical/dental/vision insurance
• 401(k)
• short-term incentive programs