ServiceNow Business Analyst

Job Description
Service Now Business Analyst

Pay Range: $60.00 - $80.00 per hour (W-2 or 1099)

Location:
Columbus, OH (Onsite 4 days/week)

Job Type:

• Full-time
• W-2 or 1099 Contract

Job Summary:

We are seeking a Service Now Business Analyst to support the delivery of Service Now solutions for public sector and enterprise clients. In this role, you will work closely with stakeholders to gather and analyze business requirements, document processes, and translate business needs into actionable user stories and platform solutions.

You will collaborate with business owners, developers, architects, and project teams to ensure Service Now implementations align with organizational objectives, improve operational efficiency, and deliver measurable business value.

Duties:

• Lead requirements gathering sessions, workshops, and stakeholder interviews to identify business needs and define functional requirements for Service Now solutions.
• Analyze and document current-state and future-state business processes, ensuring alignment with Service Now best practices.
• Develop detailed user stories, acceptance criteria, process flows, and business requirements documentation in an Agile environment.
• Collaborate with product owners, developers, and technical teams to clarify requirements and support solution design activities.
• Facilitate communication between business stakeholders and technical teams to ensure a shared understanding of project goals and deliverables.
• Support backlog refinement, prioritization activities, and sprint planning sessions.
• Coordinate and support User Acceptance Testing (UAT), including test script creation, defect tracking, and validation of business requirements.
• Assist with training development, user documentation, and change management activities to support successful platform adoption.
• Monitor project progress and provide regular updates to stakeholders on requirements, risks, and deliverables.
• Ensure requirements and solution designs align with organizational security, compliance, and governance standards.
• Support leadership and stakeholders by communicating complex business and technical concepts clearly to both technical and non-technical audiences.

Requirements

Requirements:

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field.
• Minimum 5 years of experience as a Business Analyst.
• Minimum 3 years of experience supporting Service Now implementations or Service Now platform initiatives.
• Experience gathering requirements, documenting business processes, and developing user stories in Agile environments.
• Strong understanding of Service Now capabilities and modules such as ITSM, ITOM, HRSD, or related platform offerings.
• Experience supporting User Acceptance Testing (UAT), defect management, and stakeholder engagement activities.
• Strong knowledge of Agile Scrum methodology and related tools such as Jira, Azure Dev Ops, or Service Now Agile Development.
• Exceptional verbal and written communication skills with the ability to engage both technical and non-technical stakeholders.
• Ability to work onsite four days per week in Columbus, Ohio.

Preferred Qualifications:

• Experience supporting state, local, or federal government organizations.
• Service Now Certified System Administrator (CSA).
• ITIL v4 Foundation Certification.
• PMI-PBA, CBAP, or related Business Analysis certification.

Benefits

W-2 Employees Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance