ServiceNow Business Analyst

Date Posted:

Country: United States of America

Location: US-OR-REMOTE

Position Role Type: Remote

U.S. Citizen, U.S. Person, or Immigration Status Requirements: Must be authorized to work in the U.S. without the company’s immigration sponsorship now or in the future. The company will not offer immigration sponsorship for this position. The company will not seek an export authorization for this role.

Security Clearance Type: None/Not Required

Security Clearance Status: Not Required

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Join us and help shape the future of aerospace and defense.

The following position is to join our RTX Enterprise Services team:

The ITSM Service Now Business Analyst will be responsible for the capture and implementation of requirements for the ITSM product area, with a primary focus on Incident, Problem, and Change Management. This role involves working closely with Stakeholders and IT teams to understand business requirements, translating them into acceptance criteria for development, and ensuring the effective implementation of those requirements into the Service Now platform.

Service Now is essential to how our organization delivers and supports technology services. You will join a collaborative Service Now team that includes architects, developers, technical product managers, and business analysts, and contribute to the ongoing evolution of enterprise-scale implementation. Your work will directly influence:

ITSM process efficiency and automation

The quality and consistency of Incident, Problem, and Change workflows

User experience for thousands of internal customers

Platform stability, scalability, and operational excellence

Modernization initiatives including workflow optimization, improved automation, and enhanced reporting

• Partner with stakeholders to gather and define requirements aligned with ITSM objectives
• Create detailed user stories and acceptance criteria reflecting business needs and technical considerations
• Ask probing questions to ensure requirements are complete, feasible, and aligned with platform capabilities
• Develop test scripts, validate story completion, and support defect analysis and reporting
• Collaborate closely with architects and developers to ensure alignment with Service Now design standards and best practices
• Maintain a holistic understanding of business workflows and Service Now ITSM module behavior
• Create knowledge articles and documentation for both technical and business audiences
• Support ongoing platform enhancements, continuous improvement efforts, and other duties as required

• Typically requires a degree in Science,Technology, Engineering or Mathematics (STEM) and a minimum of 5 years of prior relevant experience unless prohibited by local laws/regulations.
• 4+ years of experience as a Business Analyst, including at least 2 years of direct experience supporting or working with the Service Now platform.
• Strong understanding of Service Now ITSM processes, platform best practices, and hands-on experience with Incident, Problem, and Change Management modules.
• Proven ability to collaborate with SMEs, business stakeholders, developers, and internal customers to gather requirements, define functional specifications, and translate business needs into technical solutions.
• Excellent analytical,…