Business Analyst II - ServiceNow/Information Solutions; Hybrid-Remote
Charleston, Charleston County, South Carolina, 29408, USA
Listed on 2026-01-02
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IT/Tech
IT Business Analyst, Systems Analyst
Business Analyst II - Service Now/Information Solutions (Hybrid-Remote)
Job Description Summary
The Service Now Business Analyst II serves as the liaison between business stakeholders and the technical development team, ensuring alignment between organizational objectives and platform capabilities. This role is responsible for eliciting, analyzing, and documenting business needs; translating them into clear and actionable functional requirements; and supporting the design of scalable, user‑centric Service Now solutions.
The analyst plays a key role throughout the solution lifecycle, from initial discovery and process mapping to testing, deployment, and post‑implementation support. They collaborate closely with business users, developers, architects, and project managers to validate requirements, prioritize enhancements, and ensure solutions meet defined outcomes and industry best practices.
In addition, the Service Now Business Analyst II champions platform adoption by facilitating training, supporting change management activities, and promoting the effective use of Service Now modules across the organization. This role is critical in driving continuous improvement, optimizing workflows, and maximizing the value of the Service Now platform.
Responsibilities- Requirements Gathering & Business Analysis (35%):
Analyze current business processes and identify areas for improvement, conduct stakeholder interviews, workshops, discovery sessions, document business requirements, user stories, and functional specifications, create process flows, use cases, and workflow documentation, identify gaps between current and future state processes, manage requirements traceability, validate requirements and obtain stakeholder sign‑off. - Service Now Solution Design & Continuous Improvement (25%):
Recommend configurations using out‑of‑box Service Now functionality, design Service Catalog items, workflows, and forms aligned to business needs, participate in technical design sessions and provide business context, ensure solutions align with Service Now best practices and platform governance, identify opportunities for automation and process optimization, stay current with Service Now product releases and new features. - Testing, Quality Assurance & Delivery Support (20%):
Develop test plans and test use cases, support integration testing and coordinate UAT activities, document and track defects through resolution, validate that delivered solutions meet requirements and quality standards, support go‑live readiness and related activities. - Stakeholder Engagement, Change Management & Adoption (20%):
Serve as the liaison between business stakeholders and technical teams, facilitate workshops, demos, review sessions, develop training materials and deliver end‑user training, support change management and user adoption efforts, gather user feedback and champion continuous improvement, contribute to Service Now knowledge base and documentation.
- Bachelor’s degree in Business Administration, Information Systems, Computer Science, or related field, or equivalent experience.
- 1–2 years of business analysis experience working with Service Now as a user, analyst, or other similar role.
- Experience in requirements gathering, documentation, and facilitation, including stakeholder interviews, workshops, and process mapping with tools such as Visio or Miro.
- Understanding of project management methodologies.
- Knowledge of Service Now platform capabilities and core modules (e.g., ITSM, Service Catalog, Knowledge Management), with some familiarity in ITIL processes such as Incident, Problem, Change, and Request.
- Understanding of Agile and Scrum methodologies, along with proficiency in Microsoft Office applications.
- Strong communication, facilitation, analytical, and problem‑solving skills with the ability to translate technical concepts for non‑technical audiences.
- Highly organized, detail‑oriented, adaptable, and able to manage multiple priorities while maintaining a customer‑focused mindset.
- Preferred certifications such as Service Now CSA, ITIL Foundation, CBAP/CCBA/PMI‑PBA, or CSM/CSPO, along with experience…
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