Business and Systems Analyst

• Partner with business leaders, stakeholders, and end users to identify business needs, pain points, and opportunities for process improvement and platform enhancements
• Serve as the primary liaison between business stakeholders and the Service Now development team
• Build and maintain relationships across business and technology teams
• Define business value, priorities, success metrics, and implementation requirements
• Manage stakeholder expectations and facilitate decision‑making on scope, priorities, and delivery commitments
• Facilitate requirements gathering sessions, workshops, backlog refinement discussions, and stakeholder meetings
• Review and assess enhancement requests for business value, feasibility, and impact
• Translate business requirements into functional requirements, user stories, acceptance criteria, process flows, and supporting documentation
• Analyze, document, and validate business, functional, technical, and non‑functional requirements
• Communicate project status, timelines, risks, dependencies, and milestones
• Support projects through all SDLC phases, including planning, development, testing, implementation, and post‑production support
• Coordinate UAT, requirement validation, release readiness, and deployment activities
• Manage requirement changes and communicate impacts to scope, timelines, and priorities
• Collaborate with cross‑functional teams to resolve issues, remove roadblocks, and drive project outcomes
• Support implementation and adoption of Service Now enhancements and technology solutions
• Evaluate business processes and identify opportunities for improvement, automation, and efficiency
• Develop business cases, impact assessments, and cost‑benefit analyses
• Partner with business and IT leadership to prioritize initiatives based on strategic value, risk, complexity, and organizational objectives

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field; equivalent work experience considered
• 3+ years of Business Analyst experience supporting enterprise applications or technology platforms
• Experience gathering, analyzing, and documenting business and functional requirements
• Proven ability to develop user stories and acceptance criteria within an Agile environment
• Basic knowledge of Service Now platform capabilities and business processes
• Experience managing multiple stakeholders, priorities, and competing demands
• Strong organizational, analytical, and problem‑solving skills
• Excellent written and verbal communication skills, with the ability to facilitate meetings and drive decisions
• Ability to work effectively with cross‑functional business and technical teams
• Ability to work in an on‑site environment to support collaboration and stakeholder engagement
• Preferred:
  Experience working with Service Now platforms and modules
• Preferred:
  Working knowledge of Service Now processes, workflows, configurations, and platform capabilities
• Preferred:
  Experience supporting ITSM, HRSD, Customer Service Management, or other Service Now applications
• Preferred:
  Experience working with Agile/Scrum methodologies
• Preferred: CBAP, PMI-PBA, Scrum certification, or Service Now certification

Demonstrates expertise in gathering, analyzing, and documenting business and functional requirements, with a strong focus on stakeholder management and collaboration across cross‑functional teams. Proficient in translating business needs into actionable user stories and acceptance criteria within an Agile framework, while supporting the implementation of Service Now enhancements.

• Business Analysis
• Service Now Platform Knowledge
• Agile Methodologies
• Stakeholder Management
• Requirements Gathering

• Business Requirements Analysis
• Functional Requirements Documentation
• User Story Development
• Acceptance Criteria Definition
• Process Flow Documentation
• SDLC Support
• UAT Coordination
• Impact Assessment
• Cost-Benefit Analysis
• Automation Identification

• Organizational Skills
• Analytical Skills
• Problem‑Solving Skills
• Written Communication
• Verbal Communication

• CBAP
• PMI-PBA
• Scrum Certification
• Service Now Certification

• ITSM
• HRSD
• Customer Service Management
• Business Process Improvement
• Stakeholder Engagement

• Service Now
• Agile/Scrum Framework
• Enterprise Applications
• Technology Platforms