Senior IT Business Analyst - ServiceNow

Responsibilities

• Partner with business teams to identify system needs and document formal requirements.
• Collaborate with technical teams to ensure requirements are clear, actionable, and aligned with business goals.
• Represent the functional area in planning discussions to prioritize initiatives and maximize value.
• Serve as the primary liaison between business users and IT for system implementations, upgrades, and enhancements.
• Communicate progress on requests, coordinate resource needs, and ensure alignment across teams.
• Act as the go-to contact for resolving system performance issues and sharing updates with leadership.
• Lead efforts to prepare users for system changes through training programs, SOP development, and consistent communication.
• Establish super user forums and address process gaps to support adoption and long-term success.
• Provide day-to-day application support, resolve production issues, and coordinate with IT support teams.
• Respond to user inquiries, determine root causes, and deliver solutions or training as needed to maintain smooth operations.
• Review existing business processes to identify opportunities for automation and increased efficiency.
• Recommend innovative uses of system functionality, implement improvements, and train users on new workflows and tools.
• Support report development by designing functional specifications and collaborating with technical teams.
• Maintain thorough documentation for requirements, testing scenarios, process changes, and performance issues to ensure transparency and continuity.
• Apply project management skills to organize work streams, allocate resources, and meet timelines.
• Provide regular status updates and ensure deliverables align with business priorities and operational needs.
• Drive a positive employee experience through coaching and leadership.

• Bachelor's Degree from an accredited four-year college or university in a business, information systems or related field and 5+ years of relevant experience in progressive IT related roles; or equivalent combination of education and experience.
• A strong understanding of the Service Now platform (ITSM, CSM, ITOM, or related modules).
• Familiarity with ITIL or service management frameworks.
• Strong analytical, problem-solving, and communication abilities.
• Experience working in Agile/Scrum environments.
• Strong experience in requirements gathering and backlog management.
• Proven ability to work effectively in fast-paced, dynamic environments.
• Team-oriented, approachable, and committed to fostering a positive work culture.

Salary Range: $75,000 - $110,000 annually.

Smithfield is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law. If you are an individual with a disability and would like to request a reasonable accommodation for any part of the employment selection process, please call us at .