ServiceNow Business Analyst - Remote PT or MT only

Our client, a leading organization delivering innovative ServiceNow solutions, is seeking a highly skilled ServiceNow Business Analyst to join their growing team. This role will be responsible for driving the design, configuration, and optimization of ServiceNow solutions, while working closely with business stakeholders to translate requirements into actionable technical solutions. If you are passionate about ServiceNow, process improvement, and creating measurable business value, this is an excellent opportunity.

Key Responsibilities

• Requirements Gathering & Analysis: Collaborate with stakeholders to document detailed business requirements across ServiceNow modules including ITSM, ITOM, CSM, and CMDB.
• Business Process Mapping: Analyze existing processes, identify areas for improvement, and propose streamlined workflows leveraging ServiceNow capabilities.
• Solution Design: Partner with developers and architects to design solutions that align with business objectives and ITIL best practices.
• User Stories & Documentation: Develop user stories, process flows, and use cases for ServiceNow configurations, customizations, and integrations.
• Configuration Support: Assist in configuring workflows, business rules, reports, and dashboards.
• Testing & QA: Coordinate UAT to ensure solutions meet business expectations before deployment.
• Stakeholder Communication: Act as liaison between business and technical teams to ensure alignment on goals and deliverables.
• Continuous Improvement: Recommend enhancements to optimize ServiceNow performance and adoption.
• Training & Support: Deliver training and support to ensure smooth user adoption of new or enhanced features.
• Change Management: Support communication and readiness efforts during upgrades and enhancements.

Required Qualifications

• 5+ years of Business Analyst experience, with at least 3 years dedicated to ServiceNow.
• Strong knowledge of ITSM, ITOM, CSM, and CMDB.
• Skilled at analyzing business requirements and translating them into technical specifications.
• Excellent written and verbal communication skills, with proven ability to work with both business and IT teams.
• Strong stakeholder management and presentation skills.
• Problem-solving mindset with a focus on delivering value.
• Familiarity with ITIL frameworks in a ServiceNow context.
• ServiceNow Certified System Administrator (CSA) or Business Analyst certification (CBAP, IIBA) preferred.

Preferred Qualifications

• Experience in Agile/Scrum environments.
• Knowledge of ServiceNow integrations (REST/SOAP) and data management.
• Familiarity with advanced ServiceNow features such as Flow Designer, Virtual Agent, or Performance Analytics.
• Background in ServiceNow CSM, including Case Management, Customer Portals, and Knowledge Management.
• Experience with data migration and integration projects.
• Understanding of cloud technologies (AWS, Azure) and their integration with ServiceNow.