ServiceNow Agentic AI​/Virtual Agent; VA Business Analyst

Service Now Agentic AI / Virtual Agent (VA) Business Analyst

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$65.00/hr - $75.00/hr

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Source (N2S)

Role: Service Now Agentic AI / Virtual Agent (VA) Business Analyst

Location: Remote

Duration: 12 Months

The Service Now Agentic AI / Virtual Agent (VA) Business Analyst will serve as the primary liaison between procurement stakeholders, finance teams, and technical developers to design, implement, and optimize Agentic AI / Virtual Agent (VA) processes on the Service Now platform. This role focuses on gathering requirements, mapping workflows, and ensuring seamless integration of Agentic AI / Virtual Agent (VA) within the enterprise service management ecosystem.

This role will participate in the design of Virtual Agent experiences and lead integrations between Service Now and enterprise telephony/CTI platforms. You will drive discovery workshops, translate business goals into measurable outcomes, and partner with architects and developers to deliver Agentic AI capabilities (Now Assist, VA Skills, conversational flows) that reduce effort and improve CX/EX.

• Collaborate with procurement, finance, and IT teams to capture functional and technical requirements for Agentic AI / Virtual Agent (VA) workflows.
• Translate business needs into detailed user stories and acceptance criteria.
• Document and optimize end-to-end Source-to-Pay processes, including sourcing, requisitioning, purchase orders, invoicing, and supplier management.
• Ensure alignment with organizational policies and compliance standards.
• Work with architects and developers to configure and customize Service Now Procurement and Financial modules.
• Validate workflows, integrations, and reporting dashboards against business requirements.
• Facilitate workshops, demos, and UAT sessions with business and technical teams.
• Act as a trusted advisor for procurement transformation initiatives.
• Define reporting requirements for spend analysis, supplier performance, and compliance.
• Support CMDB and CSDM alignment for procurement-related services.
• Ensure adherence to financial regulations, procurement policies, and audit requirements.
• Support risk management and continuous improvement initiatives.

• Strong understanding of Agentic AI / Virtual Agent (VA) processes and procurement best practices.
• Experience with Service Now related modules.
• Familiarity with ITIL v4 and enterprise service management principles.
• Excellent business analysis skills: requirements gathering, process mapping, documentation.
• Strong communication and stakeholder engagement skills.
• Service Now Certified System Administrator (CSA).
• Certified Implementation Specialist certifications.
• Agentic AI / Virtual Agent (VA) related certifications.
• ITIL v4 Foundation.
• 5+ years in Agentic AI / Virtual Agent (VA) roles.
• 3+ years working with Service Now or similar platforms in a BA capacity.
• Experience in large-scale enterprise environments.

Best Regards,

Mid-Senior level

Contract

Information Technology

Information Services

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