ServiceNow Business Analyst

Austin, United States | Posted on 06/24/2026

The Service Now Business Analyst will support Austin Energy on the Service Now Implementation and Platform Optimization initiative. This role provides advanced business analysis and quality assurance support for Austin Energy's Service Now implementation, including its integrations and dependencies across modules such as ITOM, ITSM, Employee Center, SPM, and MID Server. The analyst will apply BA and QA expertise to support the evolving needs of the Service Now user base, optimize platform ROI and utilization, and identify opportunities to more fully leverage the Service Now platform and its services.

• Work with decision makers, system owners, and end users to define business, financial, and operational requirements and system goals.
• Lead requirements gathering sessions to elicit requirements, specifications, business processes, and recommendations related to potential IT solutions.
• Create models, use cases, process flows, specifications, diagrams, and charts to provide direction to developers, designers, and vendors supporting software development.
• Evaluate compatibility and interoperability of commercial off-the-shelf or in-house technology solutions against defined business needs.
• Review and analyze the effectiveness and efficiency of existing systems and services, and develop objectives to improve or further leverage their ROI, operability, effectiveness, and end-user intuitiveness.
• Perform cost-benefit and ROI analyses to support IT business decisions.
• Produce reports, recommendations, and alternatives that address existing and potential trouble areas in IT applications, particularly those that intersect with the Service Management portfolio.
• Coordinate and perform software quality assurance and testing to support pre-implementation readiness of software development changes, enhancements, releases, and upgrades.
• Provide post-implementation support of software development, core software functionality, reported incidents, and end-user requests for software and functional training.
• Serve as a representative of Service Now solution leadership by communicating ideas, perspectives, and data to foster shared understanding and common goals across stakeholders.

• 8 years of deep expertise in the concepts and principles of Business Analysis in support of the software development lifecycle (SDLC) using Waterfall or Agile methodologies, with the ability to collaborate independently between operational customers and software developers and a deep understanding of ITIL service management best practices and testing and quality methods.
• 8 years of strong proficiency in data integration principles, methods, and design associated with software solution design, data integrity, and analytic utilization.
• 8 years of experienced competency importing and exporting data for use in reporting and presentation software, spreadsheets, graphs, and flow charts to meet customer needs.
• 8 years of experience leading requirements development sessions with customers and developers, process modeling, and developing fully-detailed documentation for all end-using groups and organizational continuity.
• 8 years of demonstrated mastery in accurately identifying and determining customer needs without expansive customization of as-designed or out-of-the-box functionality, with a strong record of managing customer expectations within the scope of application capability.
• 8 years of expert-level proficiency with the Service Now application, including extensive solution experience defining, analyzing, and identifying solutions for difficult or complex problems.
• 8 years of proven experience in receiving and sharing thoughts, ideas, perspectives, and data to create shared understanding and common goals as a representative of Service Now solution leadership.
• 8 years of experienced competence in selecting and applying training and instructional methods and procedures appropriate to the situation when teaching or demonstrating new concepts.

• 5 years of proven expertise planning, executing, documenting, and communicating technologies,…