ServiceNow Business Analyst

Location: New York

Service Now Analyst | Full-time
· Remote
· Secret Clearance Required About the Role Shape the platform that keeps enterprise IT running. As a Service Now Business Analyst, you'll sit at the intersection of business needs and technical delivery — gathering requirements, configuring workflows, and making sure the platform's documentation and training materials are always a step ahead. You'll work closely with engineers and stakeholders to translate operational needs into real platform value, while keeping continuity and reliability at the center of everything you do.

What You'll Own Capture and clarify requirements for new or enhanced Service Now features — from ITSM processes to enterprise service workflows — turning stakeholder input into clear, actionable specs. Configure the platform — workflows, forms, fields, catalogs, and reports — in support of incident, request, change, and related service management processes. Own the documentation: maintain comprehensive records of configurations, architecture diagrams, data flows, and operational procedures for audits and continuity planning.

Support resilience by participating in backup, recovery, and disaster recovery planning and testing — validating procedures and keeping documentation current as the platform evolves. Empower end users through user guides, knowledge base articles, and quick-reference materials that make Service Now capabilities accessible to everyone. Collaborate with engineers and architects on complex enhancements — providing clean requirements, test cases, and UAT feedback to keep delivery on track.

Keep the lights on through routine operations monitoring, basic troubleshooting, issue documentation, and coordination with support teams.

Required Qualifications ✅ Bachelor's in CS, IT, Engineering, or equivalent work experience ✅ 0–3 years in Service Now, ITSM, business/systems analysis, or related application support ✅ Ability to translate business needs into functional requirements and clear, simple configurations ✅ Familiarity with Service Now workflows, forms, reporting, and basic admin — or a comparable ITSM platform ✅ Strong documentation skills: configuration records, procedures, and user-facing materials ✅ U.S. citizenship and ability to obtain/maintain Public Trust clearance

Preferred Qualifications ➕ Hands-on experience as a junior Service Now developer performing configuration, reporting, and workflow changes ➕ Service Now Certified System Administrator, ITIL Foundation, or comparable entry-level certification ➕ Exposure to O&M for enterprise Service Now instances, including performance, reliability, and scalability ➕ Familiarity with federal or highly regulated environments using Service Now for enterprise service management What You'll Own Capture and clarify requirements for new or enhanced Service Now features — from ITSM processes to enterprise service workflows — turning stakeholder input into clear, actionable specs.

Configure the platform — workflows, forms, fields, catalogs, and reports — in support of incident, request, change, and related service management processes. Own the documentation: maintain comprehensive records of configurations, architecture diagrams, data flows, and operational procedures for audits and continuity planning.

Support resilience by participating in backup, recovery, and disaster recovery planning and testing — validating procedures and keeping documentation current as the platform evolves. Empower end users through user guides, knowledge base articles, and quick-reference materials that make Service Now capabilities accessible to everyone. Collaborate with engineers and architects on complex enhancements — providing clean requirements, test cases, and UAT feedback to keep delivery on track.

Keep the lights on through routine operations monitoring, basic troubleshooting, issue documentation, and coordination with support teams.

Required Qualifications ✅ Bachelor's in CS, IT, Engineering, or equivalent work experience ✅ 0–3 years in Service Now, ITSM, business/systems analysis, or related application support ✅ Ability to translate business needs into functional requirements and…