ServiceNow Business Analyst - ITSM Process BA

Overview

Title:

Service Now ITSM Technical Business Analyst

Req #: 780009

Location:

BOC 1006 East Bearrs Ave, Lutz, FL 33549

Duration: 6 Months

Shift

Hours:

M-F, 40 hours/week | Onsite 5 days then afterwards 4 days 1 remote.

• Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for Service Now ITSM projects and enhancements.
• Translate high-level business needs into detailed, clear, and actionable User Storiesand acceptance criteria for the development team.
• Conduct gap analysis between current state processes and Service Now platform capabilities, recommending solutions that maximize out-of-the-box functionality.
• Define and document non-functional requirements (e.g., performance, security, data integrity).

• Collaborate with the Service Now Architect and Developers to design scalable, effective, and user-friendly solutions within the platform.
• Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.
• Support the configuration and customization of Service Now modules in partnership with technical teams.
• Actively participate in the Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives).

• Develop comprehensive test plans, test cases, and execute/coordinate system integration testing (SIT).
• Facilitate and support User Acceptance Testing (UAT) with end-users and process owners, ensuring that the delivered solution meets all documented requirements.
• Create and maintain detailed documentation, including process maps, knowledge articles, and end-user training materials.
• Provide post-implementation support and address user feedback to drive continuous improvement.

• Serve as the primary liaison between IT process owners, end-users, and the technical delivery team.
• Facilitate working sessions and workshops to drive consensus and clarify requirements.
• Proactively identify opportunities for process optimization and automation within the ITSM landscape.
• Stay current with Service Now features, releases, and ITSM industry best practices.

• 2 + years of experience as a Business Analyst, specifically focused on the Service Now platform. (CSA REQUIRED) 5 YRS of experience preferred.
• Deep functional and technical knowledge of the Service Now ITSM suite, including:
• Incident Management
• Problem Management
• Change Management
• Service Catalog & Request Fulfillment
• Configuration Management Database (CMDB)
• Knowledge Management
• Solid understanding of ITIL framework and processes(certification is a plus).
• Proven experience working in an Agile/Scrumdelivery model.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Exceptional written and verbal communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
• Bachelor s degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience.

• Service Now Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM.
• ITIL Foundation Certification (v3 or v4).
• Experience with other Service Now modules (e.g., CSM, HRSD, ITOM, SPM).
• Familiarity with data analysis, reporting tools, and creation of performance dashboards within Service Now.
• Experience with scripting or basic configuration within the Service Now platform (workflows, UI policies, business rules).