Sr. Business Analyst - ServiceNow

Senior Service Now Business Analyst

Atlas is a global strategic consulting firm focused on the life sciences industry. Our services include Management Consulting, Managed Services, and Agile Services. Global pharmaceutical companies and emerging players in the Life Sciences depend on over four hundred Atlas consultants to ensure they have the capabilities needed to succeed.

We are seeking an experienced Senior Service Now Business Analyst for a contract engagement through the end of the year. The client recently completed an enterprise-wide rollout of the Service Now platform and is now focused on post-implementation stabilization, continuous improvement, and resolving issues identified during and after cutover. In this role, you will partner with business stakeholders, product owners, technical teams, and end users to assess platform needs, define enhancements, document requirements, and support delivery through an agile framework.

You will play a key role in improving the Fuse user portal, strengthening platform adoption, and ensuring that Service Now capabilities align with enterprise business processes.

Job Responsibilities

• Partner with business stakeholders, product owners, developers, administrators, and support teams to identify Service Now enhancement opportunities and post-cutover issues.
• Lead requirements-gathering sessions and translate business needs into clear, actionable user stories, acceptance criteria, process flows, and functional requirements.
• Manage and refine the product backlog in collaboration with product owners and technical delivery teams.
• Facilitate backlog grooming, sprint planning, story refinement, demos, retrospectives, and other agile ceremonies as needed.
• Analyze production issues, process gaps, and user feedback related to the enterprise Service Now rollout and recommend practical solutions.
• Support improvements to the Fuse portal, including navigation, user experience, service request workflows, catalog items, and knowledge content.
• Work with technical teams to assess defects, clarify requirements, validate proposed solutions, and support resolution of issues introduced during cutover.
• Coordinate user acceptance testing, including test scenario development, test execution support, defect tracking, and business sign-off.
• Document current-state and future-state processes, workflows, business rules, data requirements, and system dependencies.
• Collaborate with stakeholders to prioritize enhancements based on business value, user impact, technical complexity, and delivery timelines.
• Support change management, communications, training, and adoption activities associated with platform enhancements.
• Monitor delivered solutions to confirm they meet business requirements and identify opportunities for continued optimization.
• Promote consistent business analysis, agile, and documentation standards across the Service Now program.

Qualifications

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field, or equivalent professional experience.
• Significant experience as a Business Analyst supporting enterprise technology platforms, digital transformation initiatives, or large-scale system implementations.
• Hands-on experience creating agile user stories, acceptance criteria, process flows, business requirements, and functional documentation.
• Strong experience working within agile delivery teams and participating in backlog refinement, sprint planning, testing, and release activities.
• Demonstrated ability to work effectively with business stakeholders, product owners, developers, administrators, and technical architects.
• Experience supporting post-production stabilization, defect remediation, platform optimization, or continuous improvement following a major system rollout.
• Strong analytical, problem-solving, facilitation, and stakeholder-management skills.
• Excellent written and verbal communication skills, with the ability to translate complex business needs into clear technical requirements.
• Experience with Service Now is strongly preferred.
• Experience with Service Now IT Service Management, including incident, problem, change, request, knowledge, or service catalog processes, is a plus.
• Experience supporting employee-facing portals or Service Now Employee Center environments is preferred.
• Familiarity with Jira for backlog management, user story tracking, or agile delivery is a plus.
• Familiarity with Service Now Now Assist or other generative AI-enabled Service Now capabilities is a plus.
• Ability to manage multiple priorities and work effectively in a fast-paced, evolving post-implementation environment.
• Availability for a contract engagement through the end of the year.

Why Join the Atlas A-Team of Consultants

• Opportunity
  - Atlas has deep life sciences industry roots and a reputation with our clients for having superior quality consultants.
• Meaningful Work
  - You will be part of the solution to help clients accomplish their patient-first missions.
• Culture
  - We are proactive,…