ServiceNow ITSM Technical Business Analyst

Service Now ITSM Technical Business Analyst

Duration: 06 Months (Possible for Extension)
Pay Rate: $50 - $60 per hour on W2
Work Location: Onsite 5 days a week, then 4 days remote

ITIL Foundation Certification strongly preferred.

• 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 Stories and 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 such as performance, security, and 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 Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives).
• Develop comprehensive test plans, test cases, and coordinate system integration testing (SIT).
• Facilitate and support User Acceptance Testing (UAT) with end‑users and process owners.
• 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 focused on the Service Now platform. (Software Configuration Analyst required.) 5 years preferred.
• Deep functional and technical knowledge of the Service Now ITSM suite, including Change Management and Knowledge Management.
• Solid understanding of the ITIL framework and processes (certification is a plus).
• Proven experience working in an Agile/Scrum delivery model.
• Excellent analytical, problem‑solving, and critical‑thinking skills.
• Exceptional written and verbal communication skills, ability to explain complex technical concepts to non‑technical stakeholders.
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field, or equivalent 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 performance dashboards within Service Now.
• Experience with scripting or basic configuration within the Service Now platform (workflows, UI policies, business rules).

We offer a referral bonus for successful placements.