ServiceNow Business Analyst- Platform

What Application Development & Maintenance contributes to Cardinal Health

Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value.

Application Development & Maintenance performs configuration or coding to develop, enhance and sustain the organization's software systems in a cross‑functional team environment through adherence to established design control processes and good engineering practices. This job family programs and configures end user applications, systems, databases and websites to achieve the organization's internal needs and externally‑facing business needs. Application Development & Maintenance partners with business leaders, investigates user needs and conducts regular assessments, maintenance and enhancements of existing applications.

We are seeking a highly skilled Service Now Business Analyst to support the analysis, design, and enhancement of various Service Now implementations. In this role, you will act as a bridge between IT/business stakeholders and technical teams to gather requirements, define solutions, support the full project lifecycle and drive value outcomes.

• Collaborate with stakeholders to gather and analyze business requirements for Service Now enhancements, integrations, new/modify catalogs and projects.

• Create process flows, data models, and wireframes to document requirements clearly.

• Translate business needs into functional and technical specifications and create user EPICS and Stories in Service Now Agile.

• Collaborate with developers to ensure requirements are clear and concise for development

• Create and execute test cases; manage UAT with stakeholders and obtain user acceptance sign‑off.

• Maintain documentation including workflows, data dictionaries, and training materials.

• Leverage business knowledge to drive process improvements and enhance system usability.

• Provide trainings to stakeholders

• Proficient knowledge and hands‑on experience with Service Now suites ITSM, ITOM or ITAM.

• Work closely with Service Now developers to implement solutions.

• Monitor and support sprint and project activities, ensuring timely delivery

• Facilitate communication among stakeholders and resolve conflicting requirements

• Proficient in test case planning, QA/QC reviews.

• Experience maintaining sprint backlogs and supporting Agile ceremonies.

• 4‑8 years of experience with IT SDLC processes preferred.

• Proficient knowledge and hands‑on experience with various Service Now applications such as: ITSM, ITAM, SPM, Service Catalog, Sec Ops and Agent Chat

• Bachelor's degree in related field, or equivalent work experience, preferred

• Service Now certifications (CSA, CIS‑ITSM) is a plus.

• ITIL v3/V4 Foundation certification.

• Experience implementing systems using Agile methodology.

• Skilled in facilitating large group meetings and mediating conflicting requirements

• Strong analytical, problem‑solving, and communication skills.

• The successful candidate will have excellent management and influencing skills, with a strong understanding of ITIL processes

• Proficiency in tools such as Lucid charts, MS Word, MS Excel, Power point and collaborative platforms like MS Teams or Google Drive.

• Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects

• May contribute to the development of policies and procedures

• Works on complex projects of large scope

• Develops technical solutions to a wide range of difficult problems

• Solutions are innovative and consistent with organization objectives

• Completes work; independently receives general guidance on new projects

• Work reviewed for purpose of meeting objectives

• May act as a mentor to less experienced colleagues

Anticipated salary range: $93,900 - $135,600

Bonus eligible:
No

• Medical, dental and vision coverage

• Paid time off…