ServiceNow Business Analyst

Bright Vision Technologies is a technology consulting and software development company delivering cloud, AI, data, and enterprise solutions across the United States.

This is a fantastic opportunity to join an established and well-respected organization offering tremendous career growth potential.

Service Now Business Analyst

12+ years

U.S. Citizens, Green Card Holders, EAD Holders, and H-1B transfer candidates are encouraged to apply. We are unable to sponsor new H-1B visa petitions for this position.

We are seeking a Senior Service Now Business Systems Analyst (BSA) with strong techno-functional expertise in the Service Now platform. This role will partner with business stakeholders and technical teams to deliver Service Now solutions across new implementations, enhancements, and production support engagements. The ideal candidate will possess a blend of business analysis, platform administration, troubleshooting, and process improvement experience, with deep knowledge of ITSM and Software Asset Management (SAM).

Experience with Now Assist and/or Employee Works is a plus.

• Gather, analyze, and document business requirements; translate them into user stories, functional specifications, and process flows.
• Lead workshops and stakeholder discussions to identify process improvements and Service Now solutions.
• Support end-to-end Service Now implementations, including requirements, testing, deployment, and post-go-live support.
• Facilitate SIT, UAT, defect management, and production readiness activities.
• Manage production support activities, including incident triage, defect resolution, root cause analysis, and enhancement requests.
• Serve as the functional SME for ITSM and SAM processes and capabilities.
• Collaborate with developers, administrators, architects, and business teams to deliver scalable solutions.
• Support release planning, change management, and continuous improvement initiatives.
• Support and manage Service Now production environments, including incident triage, issue resolution, root cause analysis, and enhancements.
• Support Service Now platform administration, including user/role management, email troubleshooting, data loads, upgrades, and engagement with Service Now Product Support for issue resolution.

• Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field.
• 5+ years of Business Systems Analyst experience.
• 3+ years of Service Now platform administration experience.
• Strong functional expertise in:
  • ITSM (Incident, Problem, Change, Request, Knowledge, Service Catalog)
  • Software Asset Management (SAM Pro)
• Strong techno-functional understanding of the Service Now platform, including:
  • Conceptual knowledge of Business Rules, Client Scripts, UI Policies, and basic scripting.
  • Email notifications, inbound/outbound email processing, and email troubleshooting for execution failures.
  • Import Sets and Transform Maps.
  • Data loads, REST/SOAP integrations, third-party platform integrations
  • Service Catalog items, workflows, and flow designer.
  • Data visualizations and dashboards.
  • User administration, role management, group management, and access governance.
  • Using the Service Now Support Portal to research known issues, engage with Service Now Product Support, and manage support cases through resolution.
• Experience creating business requirements, user stories, process flows, functional specifications, and test scenarios.
• Strong understanding of Agile/Scrum methodologies and SDLC.
• Excellent stakeholder management, communication, analytical, and problem-solving skills.

• Service Now Certified System Administrator (CSA).
• Service…