ServiceNow Business Systems Analyst (BSA)

Job Title : ServiceNow Business Systems Analyst BSA / BPC

Location : Santa Clara, CA (onsite 3 days)

Job Type : Contract

Job Description :

Core Objective : To translate business needs and challenges into actionable requirements and effective, scalable solutions within the ServiceNow ecosystem, ensuring process alignment, optimal platform usage, and successful project delivery.

Key Responsibilities

• Requirements Gathering and Analysis :
• Collaborate with stakeholders and process owners to identify business needs, challenges, and opportunities for improvement.
• Lead and facilitate workshops, interviews, and discovery sessions to gather and document detailed business, functional, and technical requirements.
• Conduct gap analysis to assess existing processes and system capabilities against client needs, recommending solutions aligned with ServiceNow best practices (e.g., ITIL, CSDM).
• Process Design and Improvement :
• Design and document "As-Is" and "To-Be" business processes, creating detailed process flows, workflow diagrams, and use cases.
• Advise clients on process re-engineering and improvement to drive efficiency, effectiveness, and value realization from the ServiceNow platform.
• Solution Design and Implementation Support :
• Translate business needs into technical specifications and user stories with acceptance criteria for the development team.
• Work closely with developers and solution architects to ensure solutions meet business objectives and platform standards.
• Assist in configuring ServiceNow modules (e.g., ITSM, CSM, HRSD, ITOM) and building / presenting demos or proofs-of-concept.
• Testing, Training, and Adoption :
• Prepare and execute test plans, facilitate User Acceptance Testing (UAT), and obtain stakeholder sign-off.
• Develop training materials and conduct user training sessions to ensure user enablement and platform adoption.
• Provide post-implementation support and continuous improvement recommendations.
• Stakeholder Management and Communication :
• Act as a trusted advisor and primary liaison between business, IT, and technical teams.
• Communicate project status, risks, and issues to diverse audiences, ensuring alignment between business goals and technical solutions.