ServiceNow Business Analyst

Role overview This analyst supports a ServiceNow platform and helps ensure its processes and capabilities keep pace with business needs. The role connects stakeholders, subject matter experts, and developers: it clarifies requirements, shapes work into actionable stories, and coordinates testing to confirm that delivered solutions meet expectations. It also contributes to workflow improvement, automation, and a better user experience.

Responsibilities - Elicit, analyze, and document requirements for new ServiceNow processes and improvements to existing ones. - Work with business partners and developers to select suitable solutions and translate requirements into user stories. - Support Agile delivery, including sprint planning and Scrum Master duties when needed. - Build test plans and scripts, coordinate user acceptance testing, and validate completed development. - Prepare procedures, user guides, and other system documentation. - Share knowledge and serve as a resource for less experienced colleagues.

Requirements - Five or more years of experience eliciting requirements and designing business processes; the listing also describes typical qualification paths involving a degree and related experience or equivalent work experience. - Experience designing and supporting ServiceNow ITSM capabilities, including incident, change, service catalog, knowledge, problem, and service portal processes. - Experience with ITOM capabilities such as discovery, event management, and service mapping. - Understanding of Agile software development, ITIL practices, and workflow design using Visio, including automation. - Strong written, verbal, and presentation skills. - ITIL v3 or another ServiceNow certification is listed; the posting also describes ITIL and Agile experience as required.

Nice to have Experience with Blueworks Live and other ServiceNow capabilities such as Now Intelligence.

Benefits and work setup Hybrid schedule: on-site Tuesday through Thursday, with Monday and Friday from home. The listing describes medical, dental, and vision coverage; retirement matching; disability coverage; health savings or reimbursement options; paid time off; tuition reimbursement; and growth opportunities. Additional on-site amenities and transit discounts are also listed.