ServiceNow Business Analyst

Job Description

Job Description

This is a remote position.

is supporting a confidential client in the search for a Service Now Business Analyst to partner with business stakeholders and technical teams to implement and optimize Service Now solutions. Act as liaison between business and technical teams; gather and document business requirements; map and optimize business processes; collaborate with developers and architects on solution design; create user stories and documentation;

support configuration of workflows, rules, forms, reports, and dashboards; coordinate UAT; communicate with stakeholders; drive continuous improvement; provide end-user training and support; assist with change management for upgrades and enhancements

Service Now Business Analyst (Service Now BA)

• Remote-first
• Only candidates located in the MST or PST time zones are eligible
• Occasional, optional travel for key client engagements (reimbursed)
• Engagement Type :
  Contract-to-hire
• Minimum 6-month contract, with potential for earlier conversion for strong performers

As the Service Now Business Analyst, you will act as a liaison between business stakeholders and technical teams to ensure successful implementation and ongoing optimization of Service Now.

Requirements gathering & analysis :
Partner with stakeholders to elicit, analyze, and document detailed requirements for Service Now solutions (including ITSM, ITOM, CSM, CMDB, and other modules).

Business process mapping :
Map current-state processes, identify gaps, and propose improved workflows leveraging Service Now.

Solution design partnership :
Collaborate with Service Now developers / architects to design solutions aligned to business objectives and ITIL best practices.

User stories & documentation :
Create user stories, process flows, use cases, and supporting documentation for configurations, customizations, and integrations.

Configuration support :
Assist with configuration activities (business rules, workflows, forms, reports, dashboards) to meet requirements.

Testing & QA :
Coordinate and support UAT; ensure solutions meet business expectations prior to deployment.

Stakeholder communication :
Maintain alignment on goals, timelines, risks, and deliverables across business and technical teams.

Continuous improvement :
Identify optimization opportunities based on feedback and performance metrics.

Training & support :
Enable end-users through training and post-release support to drive adoption.

Change management support :
Support communications and readiness for upgrades and enhancements.

Reply with your resume.

Experience : 5+ years as a Business Analyst, including 3+ years focused on Service Now implementations and process automation.

Service Now expertise :
Strong knowledge of ITSM, ITOM, CSM, and CMDB.

Business analysis capability :
Proven ability to translate business needs into technical specifications; strong in user stories, workflows, and process documentation.

ITIL :
Solid understanding of ITIL frameworks in the context of Service Now.

Certification :
Service Now Certified System Administrator (CSA) required.

Experience in Agile / Scrum environments (sprint planning, retrospectives, daily stand-ups).

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

Familiarity with Service Now CSM capabilities (Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement—email / chat / virtual agent) and optimizing customer service processes.

Exposure to advanced features (Flow Designer, Virtual Agent, 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.