Business Analyst- ServiceNow

CTG is seeking to fill a Business Analyst – ServiceNow opening for our client.

Location: Remote (must be in AKST or PST) Salary: between $76,000-$98,000/year

• ** Must have ServiceNow experience

We are seeking a highly skilled Business Analyst with strong ServiceNow expertise to join our team. The ideal candidate will act as the liaison between stakeholders and technical teams, gathering requirements, analyzing business processes, and ensuring successful delivery of solutions within the ServiceNow platform. This role requires in-depth knowledge of ITSM processes and hands-on ServiceNow experience to drive process improvements, system configuration, and enterprise adoption.

Responsibilities:

• Collaborate with stakeholders to gather, document, and prioritize business requirements for ServiceNow initiatives.
• Analyze and improve ITSM processes, ensuring alignment with ITIL best practices.
• Support the development and configuration of ServiceNow modules, including CMDB and ITSM.
• Facilitate workshops, sprint planning, and backlog refinement sessions with cross-functional teams.
• Create functional specifications, user stories, test cases, and training materials.
• Partner with technical teams to validate solutions and ensure successful deployment.
• Track project progress, identify risks, and provide status updates to leadership.
• Serve as a subject matter expert for ServiceNow, advising on product capabilities, integrations, and process alignment.

Required Qualifications:

• 4–6 years of ServiceNow experience with ITSM Product, including CMDB.
• ITIL v3 or ITIL 4 Foundation Certification.
• Strong knowledge of ITIL processes, incident, problem, and change management.
• Proven ability to translate business needs into technical requirements.
• Excellent communication, stakeholder management, and analytical skills.

Preferred Qualifications:

• ServiceNow experience with one or more: CSM, TNI, TSOM, SPM, or CSDM.
• Experience with Cherwell Service Management.
• ITIL Intermediate Certifications.
• Scrum certification.
• Six Sigma certification.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services for this role.

Job Types: Full-time, Contract

Pay: $76,000.00 - $98,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Remote