ServiceNow Business Analyst

Net2

Source (N2S) provides a competitive pay range of $40.00/hr - $42.00/hr
. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Net2

Source Inc. isn't just another staffing company, we're a powerhouse of innovation, connecting top talent with the right opportunities. Recognized for 300% growth in the past three years, we operate in 34 countries with a global team of 5,500+. Our mission? To bridge the talent gap with precision—Right Talent. Right Time. Right Place. Right Price.

Title: Service Now Business Analyst
Duration: 12 months contract
Location: Fully Remote

• Collaborate closely with the manager to lead a capacity team based in India, primarily working on EST time to deliver continuous improvement initiatives
• Open to fully remote

We are seeking a Service Now Business Analyst for a multi-million-dollar initiative to implement Service Now's Customer Service Management (CSM) solution for our Call Center operations in LATAM, specifically Colombia. This role will involve collaboration with teams globally, including regions such as India, LATAM, ANZ, APAC, and potentially EMEA.

• Act as the primary Business Analyst for the implementation of Service Now's Customer Service Management (CSM) module
• Collaborate effectively with system integrators (e.g., SAP, Twilio/Whats App/Web Methods MFT), client technical teams, business stakeholders, and the Project Manager to ensure smooth project execution
• Lead weekly project plan calls, ensuring the team remains on track and documenting meeting notes and action items
• Capture and document user stories and requirements using Agile methodologies (e.g., JIRA, Scrum, Confluence)
• Manage testing processes and ensure business engagement and participation in User Acceptance Testing (UAT)
• Develop new enhancements for the CSM module, leveraging experience with various instances of Service Now
• Lead architectural reviews for necessary review boards to ensure that solutions align with technical standards and business needs
• Identify and articulate project risks and concerns, knowing when to escalation issues to appropriate stakeholders
• Maintain a high-level understanding of system integrations and IT architecture models to inform project decisions
• Document weekly status reports and communications using Microsoft PowerPoint and Excel
• Liaise with Business Analysts to review platform enhancement opportunities and identify value-added initiatives

• 5-8 years of solid experience in business analysis, preferably within Supply Chain IT and Service Now CSM
• Proven ability to perform business analysis duties for Service Now implementations, particularly with the CSM module
• Experience with Service Now is mandatory; familiarity with Service Now Contact Center solutions is a plus
• Experience working on complex IT-led projects across multiple work streams
• Strong collaboration and communication skills, with the ability to work effectively with diverse teams across different geographical locations
• Fluent in Spanish; proficiency in Portuguese is a plus but not required
• Flexibility to work across various time zones to align with global project teams
• Proven experience leading architectural reviews and engaging with relevant review boards

We believe in more than just jobs— we build careers. At Net2

Source, we champion leadership at all levels, celebrate diverse perspectives, and empower you to make an impact.

Net2

Source is an equal opportunity employer, dedicated to fostering a workplace where diverse talent and perspectives are valued.

• America's Most Honored Businesses (Top 10%)
• Fastest-Growing Staffing Firm by Staffing Industry Analysts
• INC 5000 List for Eight Consecutive Years
• Top 100 by Dallas Business Journal Spirit of Alliance Award by Agile1

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