Remote ServiceNow Business Analyst

Position Overview

Remote Service Now Business Analyst needs 5+ years of experience as a Service Now Business Analyst, with at least 3 years specifically focused on Service Now implementations and process automation.

• Experience working in Agile/Scrum environments, including participation in sprint planning, retrospectives, and daily stand-ups.
• Knowledge of Service Now integrations (REST/SOAP) and data management.
• Familiarity with Service Now CSM features, including Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement (email, chat, virtual agent), and experience configuring and optimizing customer service processes.
• Familiarity with advanced Service Now features like Flow Designer, Virtual Agent, or Performance Analytics.
• Experience with data migration and integration projects involving Service Now.
• Understanding of cloud technologies (AWS, Azure) and how they integrate with Service Now.
• Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB.
• Strong ability to analyze business requirements, model processes, and translate them into technical specifications. Proficiency in creating user stories, workflows, and process documentation.
• A solid understanding of ITIL frameworks, particularly in the context of Service Now, is highly beneficial.
• Service Now Certified System Administrator (CSA) certification required.
• MST or PST time zone.

• Collaborate with business stakeholders to understand their needs and document detailed business requirements for Service Now solutions, including ITSM, ITOM, CSM, CMDB, and other Service Now modules.