ServiceNow Business Systems Analyst

Job Title: ServiceNow Business Analyst

Role Summary

We are seeking a ServiceNow Business Analyst to partner with stakeholders, product managers, scrum leads, and developers to deliver high-quality enterprise solutions. In this role, you will gather and document requirements, user stories, and process flows, and support initiatives throughout the full SDLC—from requirements gathering through production release. You will apply your ServiceNow expertise to implement solutions efficiently while avoiding unnecessary customization.

Key Responsibilities

• Collaborate with stakeholders, product managers, scrum leads, and developers to capture and prioritize requirements.
• Document user stories, process flows, and functional specifications.
• Partner with business groups throughout the full SDLC to ensure successful delivery of enhancements.
• Ensure solutions meet business needs, adhere to best practices, and maintain platform integrity without over-customization.
• Conduct training and demonstrations of new ServiceNow features for end-users.
• Communicate updates, dependencies, and technical risks to management and product teams.
• Focus on UI/UX design and enterprise platform functionality.
• Support multiple ServiceNow modules, including ITSM, IRM (Integrated Risk Management), CMDB, and CSDM, as applicable.
• Contribute to process improvement initiatives and promote best practices in ServiceNow usage.

Required Qualifications

• 4+ years of ServiceNow business analysis experience (flexible depending on capability).
• Experience supporting large enterprises strongly preferred.
• Strong communication and documentation skills.
• Experience with Agile SDLC methodology (user stories, epics, defects, etc.).
• Solid understanding of ITIL processes (v3 or v4).
• Bachelor’s degree in a business or technical field.
• Hands-on experience with ServiceNow and Jira.

Preferred Qualifications

• Experience with ServiceNow IRM (Integrated Risk Management) or former GRC (Governance, Risk & Compliance) modules.
• Secondary preference: CMDB / Common Service Data Model.
• ServiceNow CSA (Certified System Administrator) and/or CAD (Certified Application Developer) certifications.
• Experience with ITSM, Security Operations (SecOps), and other ServiceNow modules.

Technology/Tools

• ServiceNow
• Jira