Remote ServiceNow Business Analyst

Job Description

Job Description

Remote Service Now Business Analyst needs 5+ years of experience as a Service Now Business Analyst, with at least 3 years specifically focused on Service Now implementations and process automation..

Experience working in Agile / Scrum environments, including participation in sprint planning, retrospectives, and daily stand-ups

Knowledge of Service Now integrations (REST / SOAP) and data management

Familiarity with Service Now CSM features, including Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement (email, chat, virtual agent), and experience configuring and optimizing customer service processes

Familiarity with advanced Service Now features like Flow Designer, Virtual Agent, or Performance Analytics

Experience with data migration and integration projects involving Service Now

Understanding of cloud technologies (AWS, Azure) and how they integrate with Service Now

MST or PST time zone

Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB.

Strong ability to analyze business requirements, model processes, and translate them into technical specifications. Proficiency in creating user stories, workflows, and process documentation.

A solid understanding of ITIL frameworks, particularly in the context of Service Now, is highly beneficial.

Service Now Certified System Administrator (CSA) certification required.

Collaborate with business stakeholders to understand their needs and document detailed business requirements for Service Now solutions, including ITSM, ITOM, CSM, CMDB, and other Service Now modules.