Scrum Master; ServiceNow Business Analysis

You will work on Service Now initiatives spanning ITSM, HRSD, SPM and CSM, gathering requirements, managing the backlog and keeping business stakeholders and the platform team aligned. This is a remote contract engagement tied to Atlanta, GA, suited to someone who is equally comfortable running a stakeholder workshop and writing clear acceptance criteria.

• Elicit, document and validate business and functional requirements for Service Now initiatives across modules including ITSM, HRSD, SPM and CSM
• Facilitate workshops, interviews and JAD sessions with stakeholders at all levels
• Translate business needs into user stories, use cases, process flows and acceptance criteria
• Serve as the primary liaison between business stakeholders and the Service Now development and configuration team
• Conduct current-state process analysis and recommend future-state improvements that leverage platform capabilities
• Manage the product backlog, prioritize features and support sprint planning in an Agile environment
• Support UAT by defining test scenarios, coordinating testing and tracking defects to resolution
• Produce documentation including BRDs, solution design documents and process maps, and develop training materials to support change management at go-live

• 4-8 years of experience as a Business Analyst
• At least 3 years working directly with the Service Now platform
• Strong understanding of Service Now's data model, workflows and core modules
• Proficiency with requirements management tools such as Jira, Azure Dev Ops or similar
• Experience working in Agile/Scrum delivery models
• Demonstrated ability to facilitate workshops and influence without direct authority
• Excellent written and verbal communication skills, including the ability to translate technical concepts for non-technical audiences