ServiceNow Business Analyst, Associate

About this role

We are looking for a curious, collaborative Service Now Business Analyst to join our growing Service Now CoEI team. Our work exists where people, process, and technology converge, supporting teams across the enterprise to deliver effective, scalable Service Now solutions.

• Partner with business groups and implementation teams to capture, clarify, and document requirements for Service Now improvements, integrations, and new capabilities
• Transform business needs to functional requirements, user stories, and acceptance criteria
• Ensure solutions align with ITSM processes, CSDM, CMDB standards, and Service Now guidelines
• Build positive relationships with business users, product managers, developers, and delivery teams
• Communicate clear, timely updates on progress, risks, and dependencies to technical and non-technical audiences
• Identify and recommend improvements to workflows, intake processes, and reporting
• Support alignment between day-to-day BAU delivery and strategic platform objectives
• Assist with test definition, UAT coordination, and validation to ensure solutions meet agreed requirements

• 4+ years' experience in Business Analysis or Enterprise Service Management
• Hands‑on experience working with the Service Now platform and modules
• A proven understanding of ITSM processes (Incident, Problem, Change, Request/Catalogue, Knowledge Management)
• Confidence handling changing priorities in a dynamic environment
• Strong written and verbal communication skills

• Service Now Certified System Administrator (CSA) or Implementation Specialist
• Familiarity with ITIL, CSDM, and CMDB guidelines
• Experience supporting both BAU and strategic Service Now initiatives

You will join a high‑impact team delivering enterprise-scale Service Now capabilities, working at the intersection of technology, people, and process. The role offers the opportunity to contribute to the ongoing evolution of the Service Now platform and delivery practices, while collaborating with global teams and senior partners in a supportive and inclusive environment.

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well‑being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Black Rock's hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities.

We remain focused on increasing the impactful moments that arise when we work together in person - aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at Black Rock.

Black Rock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.