ServiceNow Business Analyst

OVERVIEW

We are seeking a Service Now Business Analyst to support an enterprise Service Now platform.

Reporting to the Service Now Platform Manager, the Service Now Business Analyst will need demonstrated experience and capability implementing, maintaining, and building upon Service Now platform technologies, workflows, and integrations in a controlled environment. The Business Analyst will be responsible for working with and documenting new and evolving system designs and be able to initiate efforts for continuous improvement.

They will be responsible for analyzing business and user requirements into actionable specifications, align deliverables and solutions with the Service Now roadmap, work with business partners to resolve technical concerns, triage and coordinate response to performance and accessibility issues, incidents, system changes and reporting.

• Location:
  
  Remote or hybrid (Seattle, Phoenix or Honolulu), no east coast candidates permitted. Must work pacific hours.
• Duration: 12 months (high likelihood of extension)
• Rate: $40/hr to $56/hr DOE

• Support product strategy by providing the capabilities of the current technology
• Support product strategy by partnering with teams to provide a focused backlog of features & user stories
• Provides thorough analysis of technical capabilities in support of prioritized user stories.
• Enables incremental delivery by looking for ways to meet business goals and learn from customers through frequent, measurable enhancements
• Work collaboratively and use best practices with the delivery team to support backlog refinement, sprint planning and longer term release planning
• Provide information to assist the delivery team in the refinement of user stories
• Work with the team to remove blocking issues and clarifying ambiguous requirements
• Provide support during system outages or emergency situations including occasional 24x7 on-call duties
• Provide vendor management oversight as needed; manage vendor relationship inclusive of budget spend and service level agreements

Required:

• Minimum 4 years of experience as a Service Now Business Analyst, Product Owner, or similar role
• Proven experience with Service Now platform configuration, workflows, and integrations
• Strong understanding of Agile/Scrum methodologies including sprint planning, backlog refinement, and release planning
• Demonstrated ability to translate business requirements into detailed technical specifications and user stories
• Experience with requirements gathering, analysis, and documentation
• Knowledge of ITIL framework and incident management processes
• Ability to work Pacific Time hours with flexibility for occasional 24x7 on-call support
• Strong analytical and problem-solving skills with ability to triage and prioritize technical issues
• Excellent stakeholder management and communication skills across technical and non-technical audiences
• High school diploma or equivalent
• Minimum age of 18
• Authorized to work in the U.S.

Preferred:

• Knowledge of the airline and/or travel industries and related technologies
• Deep working knowledge of lean concepts
• Deep working knowledge of ITIL and Agile methodologies
• Bachelor’s degree in computer science or related discipline

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non‑merit factor. We are committed to creating a diverse and inclusive environment for all employees.