ServiceNow Business Analyst

Only candidates located in the& MST or PST time zones& are eligible to apply for this role.&

Location: Remote (U.S. only) Chandler, AZ Work Authorization: W2 only – No C2CEngagement: Contract-to-Hire (6 months minimum) Job Overview

We are seeking an experienced ServiceNow Business Analyst to serve as a key liaison between business stakeholders and technical teams. In this role, you will gather and translate business requirements into effective ServiceNow solutions, supporting implementations and ongoing optimization across multiple ServiceNow modules.

This is a remote-first role with collaboration across distributed teams. Key Responsibilities

• Partner with business stakeholders to gather, analyze, and document detailed business requirements for ServiceNow solutions
• Support implementations across ServiceNow modules including ITSM, ITOM, CSM, and CMDB
• Analyze and map current business processes and recommend workflow improvements leveraging ServiceNow capabilities
• Collaborate with ServiceNow developers and architects to design solutions aligned with business goals and ITIL best practices
• Create clear user stories, process flows, use cases, and functional documentation
• Support configuration activities including workflows, business rules, forms, reports, and dashboards
• Coordinate and support User Acceptance Testing (UAT) and validate solutions prior to deployment
• Maintain consistent communication with business users and technical teams to ensure alignment on scope, timelines, and deliverables
• Identify opportunities for continuous improvement and platform optimization
• Assist with training, documentation, and end-user adoption
• Support change management activities related to upgrades and enhancements

Required Qualifications

• 5+ years of experience as a Business Analyst
• 3+ years of hands-on ServiceNow experience supporting implementations and process automation
• Strong knowledge of ITSM, ITOM, CSM, and CMDB
• Proven ability to translate business needs into technical requirements and user stories
• Experience creating process documentation, workflows, and functional specifications
• Excellent written and verbal communication skills
• Strong stakeholder management and collaboration skills
• Solid understanding of ITIL frameworks
• ServiceNow Certified System Administrator (CSA) – required

Preferred Qualifications

• Experience working in Agile/Scrum environments
• Familiarity with ServiceNow integrations (REST/SOAP)
• Experience with Flow Designer, Virtual Agent, or Performance Analytics
• Knowledge of ServiceNow CSM features including case management, portals, and knowledge management
• Exposure to data migration or integration projects
• Understanding of cloud platforms such as AWS or Azure