ServiceNow ITSM Technical Business Analyst

Service Now ITSM Technical Business Analyst

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Job Title:
Service Now ITSM Technical Business Analyst

Pay:
Up to $61/hr W2 ONLY

Reports To: IT Director or Product Owner

Job Summary

The Service Now ITSM Technical Business Analyst (BA) serves as a vital bridge between business stakeholders and the technical development team, focusing on the Service Now IT Service Management (ITSM) suite. This role is responsible for eliciting, analyzing, documenting, and validating requirements for new features, enhancements, and process improvements across core ITSM modules such as Incident, Problem, Change, Service Catalog, and CMDB.

The ideal candidate combines a deep understanding of ITIL processes with hands-on technical proficiency in the Service Now platform, ensuring business needs are effectively translated into scalable and high-quality solutions.

• 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 clear, actionable User Stories and acceptance criteria for the development team.
• Conduct gap analyses between current processes and Service Now capabilities, recommending solutions that leverage out-of-the-box functionality.
• Define and document non-functional requirements such as performance, security, and data integrity.
• Collaborate with Service Now Architects and Developers to design scalable, efficient, and user-friendly solutions within the platform.
• Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.
• Support configuration and customization of Service Now modules alongside the technical team.
• Actively participate in Agile/Scrum ceremonies including sprint planning, backlog refinement, and retrospectives.
• Develop and execute test plans and test cases for system integration testing (SIT).
• Facilitate and support User Acceptance Testing (UAT) to ensure business requirements are fully met.
• Create and maintain process documentation, knowledge articles, and training materials for end-users.
• Provide post-implementation support, troubleshooting, and drive continuous improvement initiatives.
• Act as the primary liaison between IT process owners, end-users, and development teams.
• Lead working sessions and workshops to gather requirements and align stakeholders.
• Proactively identify opportunities for process optimization and automation within ITSM.
• Stay up to date on Service Now releases, new features, and ITSM best practices.

• X+ years of experience as a Business Analyst with a focus on the Service Now platform.
• Deep functional and technical knowledge of Service Now ITSM modules, including:
• Change Management
• Knowledge Management
• Strong understanding of the ITIL framework and processes (certification preferred).
• Proven experience working in an Agile/Scrum delivery model.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent written and verbal communication skills, capable of bridging technical and non-technical audiences.
• 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) – ITSM.
• ITIL Foundation Certification (v3 or v4).
• Experience with additional Service Now modules such as CSM, HRSD, ITOM, or SPM.
• Familiarity with data analysis and reporting tools within Service Now.
• Basic scripting or configuration experience (e.g., workflows, UI policies, business rules).

• Mid-Senior level

• Contract

• Information Technology

• IT Services and IT Consulting