Business Analyst - ServiceNow

Join a strategic Service Now initiative where you'll help shape business processes, translate stakeholder needs into clear requirements, and support the delivery of impactful enterprise solutions. This Business Analyst role offers the opportunity to work closely with cross-functional teams on a high-visibility project focused on improving user experience, operational efficiency, and platform capabilities.
Responsibilities

• Lead requirements-gathering sessions with business and technical stakeholders to understand goals, challenges, and priorities.
• Document current and future business processes, identify gaps, and help define practical solutions.
• Develop and maintain user stories, functional requirements, process flows, use cases, and acceptance criteria.
• Partner with developers, solution architects, and project teams to ensure requirements are clearly understood and delivered effectively.
• Support Agile delivery activities such as backlog refinement, sprint planning, prioritization, and release coordination.
• Assist with UAT planning and execution, including functional validation and issue tracking in test environments.
• Identify opportunities to streamline workflows and improve the overall user experience.
• Keep stakeholders informed through clear communication, timely updates, and dependable follow-through.
• Maintain strong documentation, traceability, and knowledge transfer throughout the project lifecycle.
• Support adoption and continuous improvement of Service Now capabilities across the enterprise.

Skills

• 5+ years of experience as a Business Analyst supporting enterprise applications, IT platforms, or digital transformation efforts.
• Strong background in requirements elicitation, business process mapping, workflow analysis, and user story development.
• Experience working in Agile or Scrum environments.
• Ability to collaborate effectively with stakeholders, developers, architects, and project teams.
• Hands-on experience supporting UAT and functional testing.
• Excellent communication, facilitation, and stakeholder management skills.
• Experience supporting software implementations or platform enhancements.
• Familiarity with Service Now and related capabilities such as ITSM, ITOM, CSM, or HRSD.

Preferred Skills

• Direct experience working on the Service Now platform.
• Certification such as CBAP, PMI-PBA, or an equivalent business analysis credential.
• Experience in large, complex enterprise environments.
• Familiarity with Digital Employee Experience tools such as Nexthink or similar platforms.
• Background in process optimization, change management, or digital workplace initiatives.

Horizontal is committed to building an inclusive workplace where different perspectives, experiences, and backgrounds are valued and respected. We encourage candidates from all communities to apply and bring their unique strengths to the team.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.

Please apply through this online posting or by visiting our Job Board at Applications will be accepted for 4 weeks. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $37 - $71 per hour based on qualifications and experience.