Sr. ServiceNow Solution BA

Senior Service Now Solution Business Analyst

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.

Responsibilities 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

Required Qualifications 3–7 years of hands-on Service Now experience including business analysis, solutioning, design, configuration, testing, and troubleshooting4+ years of experience in business analysis2+ 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 WSDExperience 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

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

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

Certifications Desired Certified Implementation Specialist (CIS) in Service

NowITIL Foundation or similar frameworks such as COBIT, VeriSM, IT4IT, or Lean ITBenefits

Medical (PPO/HDHP), Dental, VisionSTD, LTD, Life & AD&DFSA and HSAPTO, Holidays, Sick Leave
401(k) with Employer MatchEAP and Discount Programs About CRI AdvantageCRI 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.