ServiceNow Business Analyst

Our client located in Memphis has an immediate need for a Service Now Business Analyst working with their Business Systems Team. As a Service Now Business Analyst, you will serve as the vital link between our business units and the technical Service Now development team. Your primary goal is to understand business requirements, translate them into technical specifications, and ensure that the Service Now platform is leveraged to its fullest potential to drive operational efficiency.

Job Type: Contract (6 months)

Work Environment: Hybrid onsite / Memphis, TN (Candidate must be local to Memphis as this is a hybrid contract opening).

• Partnering with business units (IT, HR, Security, Facilities, etc.) to:
• Requirements Gathering:
  Facilitate workshops and interviews with stakeholders to elicit, document, and prioritize business requirements.
• Process Mapping:
  Analyze existing "as-is" processes and design "to-be" workflows within the Service Now ecosystem (ITSM, ITBM, HRSD, etc.).
• User Stories & Documentation:
  Create detailed user stories, acceptance criteria, and functional requirement documents (FRDs).
• Gap Analysis:
  Identify gaps between business needs and out-of-the-box Service Now functionality, recommending "configuration over customization" whenever possible.
• Testing & QA:
  Coordinate and lead User Acceptance Testing (UAT), ensuring the delivered solution meets the business's quality standards.
• Stakeholder Management:
  Act as the primary point of contact for stakeholders, providing regular updates on project status and managing expectations.
• Training:
  Develop end-user documentation and conduct training sessions to ensure high adoption rates of new features.

• Strong understanding of the Service Now applications - ITIL, ITSM, ITOM, ITBM/SPM, HRSD, CSM
• Ensure design follows:
  Service Now best practices, platform standards and architecture principles
• Proficiency in data collection, analysis, and interpretation.
• Experience in tracking project progress and task completion.

• Strong problem-solving and attention to details
• Understand healthcare data and governance framework.

• Excellent writing for clear emails and documentation.
• Convey technical info to non-technical stakeholders
• Strong verbal communication and relationship‑building skills.

• Manage multiple tasks and projects.
• Prioritize work and meet deadlines.
  
  Organize data and documentation methodically.

• Proactive, self‑motivated, adaptable, and flexible.
• Ethical, trustworthy, and reliable with sensitive info.