ServiceNow Business Analyst

Job Title

Location:

Remote
- Florida

Work Type:
Full Time

Shift: Shift 1/8:00:00 AM to 4:30:00 PM

Minimum to Midpoint Pay Rate: $37.72 - $49.03 / hour

Remote Position (FL Only) This is a remote position - incumbents, who reside in Florida only, may work re may be occasional situations that require work to be performed on-site at an assigned Lee Health location.

Responsible for:

• Serve as primary liaison between business users and technical development teams
• Support Service Now application through incident and request management processes
• Conduct stakeholder interviews, workshops, and discovery sessions
• Gather, document, and validate business and technical requirements from stakeholders.
• Translate business needs into functional specifications, user stories, and process flow diagrams.
• Participate in Agile/Scrum meetings including sprint planning and backlog refinement
• Coordinate testing support, document findings, and help validate that delivered work meets expected business and operational needs.
• Communicate updates clearly and professionally to internal stakeholders, helping translate operational details into simple, actionable information.
• Participates in release communications aiding in organizational change management for process updates.
• Administers and maintains user access, roles, groups.
• Staying current with Service Now products, features, and industry trends to drive innovation.

Bachelor's Preferred; will accept 4+ years of experience in lieu of degree

2-4 years of experience as a Service Now Business Analyst

Strong understanding of ITIL processes and IT service management principles

2+ years of hands-on experience working with the Service Now platform

Demonstrated experience with various Service Now platform areas such as:

• IT Service Management
  - Asset, Incident, Change, Problem
• Service Portfolio Management (SPM) - Demand, Resource, Project & Portfolio
• IT Operations Management
  - Discovery, Service Mapping
• Core Platform
  -Service Portal, Service Catalog, CSDM, CMDB

Service Now Certified System Administrator (CSA) Preferred

ITIL Foundations Preferred

Certified Scrum Master (CSM) Preferred

This position requires good listening skills, attention to detail, follow-through, and the ability to provide exceptional customer service to the users of our Service Now platform. Engages with various business units to translate business needs into actionable requirements. Strong organizational skills for managing priorities, notes, and action items.