Senior Service Business Analyst

Title:
Senior Service Now Business Analyst

Duration:
Contract

Location:
Philadelphia, PA (Onsite from Day
1)

Roles and Responsibilities:

• Collaborate with stakeholders to understand incident and problem management needs.
• Document functional requirements, user stories, and acceptance criteria.
• Analyze existing processes and recommend improvements aligned with ITIL best practices.
• Solution Design Support
• Work with Service Now developers to translate business requirements into technical specifications.
• Validate workflows for incident resolution, escalation, and problem root cause analysis.
• Process Optimization
• Identify gaps in current incident/problem management processes and propose enhancements.
• Ensure linkage between incidents, problems, and Known Error Database (KEDB).
• Testing & Validation
• Support UAT (User Acceptance Testing) and validate configurations against requirements.
• Ensure quality and compliance with organizational standards.
• Stakeholder Communication
• Act as a liaison between business teams and technical teams.
• Provide regular updates on progress, risks, and dependencies.

Required Skills & Experience

• 6 10 years in ITSM/ITIL processes, with 4+ years as a BA on Service Now projects.
• Hands-on exposure to Incident and Problem Management workflows.
• Technical Knowledge:
• Familiarity with Service Now ITSM modules and capabilities.
• Understanding of CMDB and integration points with Incident/Problem Management.
• Process Knowledge:
• Strong grasp of ITIL framework for Incident and Problem Management.

Preferred Qualifications

• Service Now certifications:
• CSA (Certified System Administrator) or ITSM fundamentals.
• ITIL Foundation certification.
• Experience in Agile methodology and tools (JIRA, Azure Dev Ops).
• Excellent communication, documentation, and stakeholder management skills