ServiceNow Business Analyst

Interested candidates should submit their resume and a cover letter outlining their relevant experience and expertise in Service Now architecture to  .

Keen Stack is an equal-opportunity employer and encourages applicants from diverse backgrounds to apply.

We are a leading organization that specializes in providing innovative Service Now solutions. As we continue to grow and evolve, we are seeking a highly skilled and experienced Service Now Business Analyst to join our team. This role will focus on driving the design, configuration, and optimization of Service Now solutions while working closely with business stakeholders to translate their requirements into actionable technical solutions.

If you’re passionate about process improvement, Service Now, and creating business value, we want to hear from you!

As a Service Now Business Analyst, you will act as a liaison between business stakeholders and technical teams to ensure the successful implementation and optimization of Service Now solutions. You will be responsible for gathering, analyzing, and documenting business requirements and working with development and implementation teams to translate these into technical solutions that meet business needs.

• Requirements Gathering & Analysis: Collaborate with business stakeholders to understand their needs and document detailed business requirements for Service Now solutions, including ITSM, ITOM, CSM, CMDB, and other Service Now modules.
• Business Process Mapping: Analyze and map existing business processes, identify areas for improvement, and propose streamlined workflows that leverage Service Now functionality.
• Solution Design: Work closely with Service Now developers and architects to design solutions that meet business requirements, ensuring the alignment of the Service Now platform with business objectives and ITIL best practices.
• User Stories & Documentation: Develop detailed user stories, process flows, and use cases for Service Now configurations, customizations, and integrations.
• Configuration Support: Assist in the configuration of Service Now applications, including setting up business rules, workflows, forms, reports, and dashboards to meet business requirements.
• Testing & Quality Assurance: Coordinate user acceptance testing (UAT), ensuring that solutions are thoroughly tested and meet business expectations before deployment.
• Stakeholder Communication: Maintain regular communication with business users and technical teams to ensure alignment on project goals, timelines, and deliverables.
• Continuous Improvement: Identify opportunities for continuous improvement and optimization of Service Now processes and functionalities based on business feedback and performance metrics.
• Training & Support: Provide training and support to end-users on new or enhanced Service Now features, ensuring a smooth transition and adoption of new solutions.
• Change Management: Help support the change management process for Service Now upgrades and enhancements, ensuring proper communication and user readiness for changes.

• Experience: 5+ years of experience as a Business Analyst, with at least 3 years specifically focused on Service Now implementations and process automation.
• Service Now Knowledge: Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB.
• Business Analysis
  
  Skills:
  
  Strong ability to analyze business requirements, model processes, and translate them into technical specifications. Proficiency in creating user stories, workflows, and process documentation.
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills, with the ability to effectively collaborate with both business and technical teams. Strong presentation and facilitation skills.
• Stakeholder Management: Proven ability to work with various stakeholders, including business leaders, IT teams, and external vendors, to gather requirements, manage expectations, and deliver results.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to address complex business challenges and propose effective solutions.
• ITIL…