Business Analyst II

Business Analyst II

This role supports a large global IT services organization that includes the service desk, learning and development, end-user technology, and equipment servicing, working within a structured and collaborative nine-person team. It offers exposure to a mega-scale IT environment and hands-on learning across diverse IT operational areas. In this position, the Business Analyst II will contribute to a major ServiceNow migration initiative by gathering and documenting business requirements for on-premises processes, partnering with IT support engineering teams to map workflows, clarify needs, and produce high-quality documentation to support the overall migration effort.

Key Responsibilities:

• Gather and document business requirements for the ServiceNow migration.
• Conduct business process mapping and workflow documentation using ASONA, Lucidchart, and Microsoft 365 tools.
• Translate engineering requirements into clear, simplified language for both technical and non-technical audiences.
• Participate in stakeholder meetings (approx. 30%).
• Produce detailed documentation supporting IT support engineering and project teams (approx. 70%).
• Collaborate within a large organization with multiple verticals and stakeholders.

Required Qualifications:

• Minimum 5 years of experience in business analysis or a related field.
• Strong business process mapping skills.
• Ability to translate technical concepts into understandable terms.
• Strong verbal communication and effective probing skills.
• Ability to work effectively in diverse, global environments.
• Related experience is required.

Preferred Qualifications:

• Knowledge of IT service management (ITSM).
• Experience with Lucidchart.
• Flexible schedule availability (no late-night shifts required).
• Degree preferred along with demonstrated continued learning.