Senior ServiceNow Business Analyst - REMOTE

The Opportunity

We are seeking a talented Senior Service Now Business Analyst. As a Service Now Senior Business Analyst, you play a crucial role in bridging the gap between the business and technology worlds. You are the liaison who ensures that the organization’s needs are met through the effective utilization of the Service Now platform. Your expertise in understanding both business processes and technical capabilities allows you to navigate through complex challenge sand deliver innovative solutions.

The Service Now Senior Business Analyst will be a valued member of a high-performing Service Delivery team that is responsible for providing advanced technical solutions to streamline and optimize business processes utilizing the Service Now platform. The Service Now Senior Business Analyst will work with customer and technical facing teams to obtain and document use cases, requirements, and perform testing of solutions using the Agile SDLC modules.

The Senior Business Analyst will facilitate cross functional team meetings and be capable of driving meetings with both technical and non-technical audiences. You will need to have broad understanding across the platform including ITSM, CSM, ITBM, ITOM, and ITIL processes.

• Business Process Analysis:
  Elicit, document, and analyze business requirements and processes to identify opportunities for improvement and automation.

• Service Now Expertise:
  Leverage deep knowledge of Service Now to design and implement effective solutions that align with business objectives.

• ITIL Framework:
  Apply ITIL best practices to optimize service delivery and improve operational efficiency.

• SDLC Adherence:
  Ensure adherence to Service Now Software Development Lifecycle (SDLC) processes, including requirements gathering, design, development, testing, and deployment.

• Testing:
  Develop and execute test cases, including functional, regression, and integration testing, to ensure quality and accuracy of Service Now solutions.

• Stakeholder Management:
  Collaborate with technical and non-technical stakeholders to gather requirements, communicate project progress, and address concerns.

• Documentation:
  Create clear and concise documentation, including requirements specifications, process flows, and user manuals.

• The BA will provide analysis of business and user needs, documentation of requirements, and translation into proper system requirement specifications

• Assessing current and future state processes to ensure ITIL alignment in module areas for Incident, Change, Problem, and Major Incident

• The BA will utilize the Demand and SDLC repository to archive, create lists, and document requirements

• This role will also trouble‑shoot workflow issues for users, write requirements, and perform test user functionality

• Devises or modifies team procedures to streamline

• Work with business units to document use cases requests, define requirements, and outline UAT Acceptance criteria

• Support business process re‑engineering efforts to configure the system to meet new initiatives or policies

• Perform a gap analysis of current/desired processes and Service Now functionality when required

• The BA will provide effective and comprehensive communication project wide, and engage across the team and project stakeholders

• Coordinate and conduct working sessions to gather and document requirements

• Work closely with engineers to ensure all requirements are understood, documented, and tested

• Provides training and support to end users including developing training materials, delivering training sessions, and answering user questions

• Introduce and educate users as it relates to ITIL best practices as part of Champions group

• Bachelors degree or equivalent work experience

• Minimum 5 years of hands‑on experience with Service Now, including a strong understanding of ITSM processes and best practices.

• Project Management

• Excellent oral and written communication skills.

• Excellent analytical/critical thinking skills.

• A self‑starter that can work independently or collaboratively as needed.

• ITIL Certification: ITIL Foundation certification or higher is preferred.

• Business Analysis
  
  Skills:
  
  Proven ability to elicit, analyze, and…