ServiceNow Business Analyst

We are seeking a skilled ServiceNow Business Analyst to join our local energy client’s IT team. The ideal candidate will be responsible for eliciting, analyzing, and documenting business requirements and translating them into actionable solutions within the ServiceNow ITSM platform. This role involves collaborating closely with technical teams, stakeholders, and end-users to ensure successful solution delivery, testing, training, and ongoing support.

• Key Responsibilities :
• Requirements & Analysis
• Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements.
• Translate high-level business needs into detailed, actionable user stories and acceptance criteria for development teams.
• Conduct gap analysis between current-state processes and ServiceNow capabilities, recommending solutions that maximize out-of-the-box functionality.
• Define and document non-functional requirements, including performance, security, and data integrity.
• Solution Design & Implementation
• Collaborate with ServiceNow Architects and Developers to design scalable, effective, and user-friendly solutions.
• Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.
• Support configuration and customization of ServiceNow modules in partnership with technical teams.
• Actively participate in Agile / Scrum ceremonies, including sprint planning, backlog grooming, and retrospectives.
• Testing, Training & Support
• Develop test plans, test cases, and execute / coordinate system integration testing (SIT).
• Facilitate User Acceptance Testing (UAT) with end-users and process owners.
• Create and maintain documentation, including process maps, knowledge articles, and end-user training materials.
• Provide post-implementation support and address user feedback to drive continuous improvement.
• Stakeholder Management & Process Improvement
• Serve as the primary liaison between IT process owners, end-users, and technical delivery teams.
• Facilitate working sessions and workshops to drive consensus and clarify requirements.
• Identify opportunities for process optimization and automation within the ITSM landscape.
• Stay current with ServiceNow features, releases, and ITSM industry best practices.
• Required Qualifications :
• Minimum 2 years of experience as a Business Analyst focused on ServiceNow (5 years preferred).
• Deep functional and technical knowledge of ServiceNow ITSM suite, including :
• Incident Management
• Problem Management
• Change Management
• Service Catalog & Request Fulfillment
• CMDB
• Knowledge Management
• Solid understanding of ITIL framework and processes (certification is a plus).
• Proven experience in Agile / Scrum delivery models.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Exceptional written and verbal communication, with the ability to communicate complex concepts to non-technical stakeholders.
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field, or equivalent experience.
• Preferred Certifications & Skills :
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM.
• ITIL Foundation Certification (v3 or v4).
• Experience with other ServiceNow modules (CSM, HRSD, ITOM, SPM).
• Familiarity with data analysis, reporting tools, and performance dashboards within ServiceNow.
• Experience with scripting or basic configuration in ServiceNow (workflows, UI policies, business rules).

Job Type : Contract

Pay : $40.00 - $50.00 per hour

Benefits :

• Dental insurance
• Health insurance
• Vision insurance

Work Location : In person