ServiceNow Business Analysts

ServiceNow Business Analyst

Primary Skills-CSM, ITSM, ITOM, CMDB

Location: Hybrid Canada/USA

Experience: 8+ Years

Employment Type: W2

Job Description

We are hiring two ServiceNow Business Analysts experienced in CSM, ITSM, ITOM, and CMDB modules to bridge technical and business requirements, ensuring successful ServiceNow implementations and enhancements.

Responsibilities

• Gather, analyze, and document business requirements for ServiceNow modules (CSM, ITSM, ITOM, CMDB).
• Translate business needs into functional specifications and user stories.
• Conduct workshops, interviews, and process mapping sessions with stakeholders.
• Work closely with architects and developers to validate solutions and align with business goals.
• Support UAT, training, and go-live readiness activities.
• Develop documentation including process flows, reports, and dashboards.

Required Skills

• 8+ years as a Business Analyst, with 5+ years on ServiceNow platform.
• Strong knowledge of CSM, ITSM (Incident, Problem, Change), ITOM, CMDB modules.
• Understanding of discovery, service mapping, and configuration item relationships.
• Experience with Agile / Scrum methodology and tools (JIRA, ADO).
• Excellent communication and stakeholder management skills.
• Certifications preferred: ServiceNow CSA / ITSM / CSM.