[Remote] ServiceNow Business Analyst, Fully Remote – BB648

Note: The job is a remote job and is open to candidates in USA. TechData Service Company, LLC is seeking a ServiceNow Business Analyst for a multi-million-dollar initiative to implement ServiceNow’s Customer Service Management (CSM) solution for their Call Center operations. This role involves collaboration with global teams and focuses on ensuring smooth project execution and managing testing processes.

Responsibilities

• Act as the primary Business Analyst for the implementation of ServiceNow’s Customer Service Management (CSM) module
• Collaborate effectively with system integrators (e.g., SAP, Twilio/WhatsApp/WebMethods MFT), client technical teams, business stakeholders, and the Project Manager to ensure smooth project execution
• Lead weekly project plan calls, ensuring the team remains on track and documenting meeting notes and action items
• Capture and document user stories and requirements using Agile methodologies (e.g., JIRA, Scrum, Confluence)
• Manage testing processes and ensure business engagement and participation in User Acceptance Testing (UAT)
• Develop new enhancements for the CSM module, leveraging experience with various instances of ServiceNow
• Lead architectural reviews for necessary review boards to ensure that solutions align with technical standards and business needs
• Identify and articulate project risks and concerns, knowing when to escalate issues to appropriate stakeholders
• Maintain a high-level understanding of system integrations and IT architecture models to inform project decisions
• Document weekly status reports and communications using Microsoft PowerPoint and Excel
• Liaise with Business Analysts to review platform enhancement opportunities and identify value-added initiatives

Skills

• Solid experience in business analysis, preferably within Supply Chain IT and ServiceNow CSM
• Proven ability to perform business analysis duties for ServiceNow implementations, particularly with the CSM module
• Experience with ServiceNow is mandatory
• Experience working on complex IT-led projects across multiple workstreams
• Strong collaboration and communication skills, with the ability to work effectively with diverse teams across different geographical locations
• Fluent in Spanish
• Flexibility to work across various time zones to align with global project teams
• Proven experience leading architectural reviews and engaging with relevant review boards
• Business Analysis: 2 years
• ServiceNow: 2 years
• Familiarity with ServiceNow Contact Center solutions is a plus
• Proficiency in Portuguese is a plus but not required
• Health care: 1 year
• ServiceNow Implementations: 1 year
• Supply Chain IT: 1 year
• ServiceNow's Customer Service Management (CSM) solution: 1 year

Benefits

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

Company Overview

• TechData Service Company, LLC (TechData) is a well-known provider of talented IT and data science professionals. It was founded in 2000, and is headquartered in King Of Prussia, Pennsylvania, USA, with a workforce of 51-200 employees. Its website is https://www.techdataservice.com.

Company H1B Sponsorship

• TechData Service Company, LLC has a track record of offering H1B sponsorships, with 41 in 2025, 48 in 2024, 40 in 2023, 75 in 2022, 140 in 2021, 100 in 2020. Please note that this does not guarantee sponsorship for this specific role.