Pursue Purpose
Job in
Chandler, Maricopa County, Arizona, 85286, USA
Listed on 2026-06-27
Listing for:
MDA Edge
Full Time
position Listed on 2026-06-27
Job specializations:
-
IT/Tech
IT Business Analyst, Systems Analyst, IT Consultant, Business Systems/ Tech Analyst
Job Description & How to Apply Below
Service Now Business Analyst
As a Service Now Business Analyst, you will serve as the bridge between business users and technical teams to ensure the successful design, configuration, and optimization of Service Now solutions. You will translate business needs into technical requirements across various Service Now modules.
Work Location:
Remote (Applicants must reside in MST or PST time zones).
Engagement Model:
Contract-to-hire (6-month minimum with potential early conversion).
Work Schedule:
Remote-first role; occasional reimbursed travel for client engagements.
Certification:
Service Now Certified System Administrator (CSA) required.
- Collaborate with stakeholders to gather, analyze, and document detailed business requirements.
- Design and optimize solutions leveraging Service Now modules such as ITSM, ITOM, CSM, and CMDB.
- Map existing business processes and recommend improvements aligned with ITIL best practices.
- Develop user stories, process flows, and functional documentation for configurations and integrations.
- Assist with system configuration, including workflows, business rules, forms, reports, and dashboards.
- Coordinate and support user acceptance testing (UAT) to ensure solution readiness.
- Communicate project status, issues, and deliverables with stakeholders across teams.
- Identify opportunities for process optimization and Service Now feature enhancements.
- Support change management activities during upgrades and new releases.
- Train and guide end-users on new Service Now features to strengthen adoption and usability.
- Minimum 5+ years of experience as a Business Analyst, with at least 3 years focused on Service Now implementations and process automation.
- Strong knowledge of Service Now modules, including ITSM, ITOM, CSM, and CMDB.
- Proven skills in business process modeling, requirement documentation, and solution validation.
- Experience creating user stories, workflows, and technical documentation.
- Proficiency in Agile/Scrum methodologies and sprint participation.
- Excellent communication, facilitation, and stakeholder management skills.
- Strong analytical and problem-solving capabilities.
- Sound understanding of ITIL frameworks and their application within Service Now.
- Experience with Service Now integrations (REST, SOAP) and data management.
- Knowledge of advanced Service Now features such as Flow Designer, Virtual Agent, and Performance Analytics.
- Familiarity with Service Now CSM features:
Case Management, Customer Portals, Knowledge Management, and Omnichannel Engagement. - Experience with data migration and cloud integrations (AWS, Azure).
- Background in the healthcare industry or large enterprise/consulting environments (e.g., Client, Client, PwC, Booz Allen).
- Strong sense of ownership and accountability for project outcomes.
- Ability to collaborate effectively in an Agile, fast-paced environment.
- Attention to detail and commitment to delivering quality solutions.
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