ServiceNow Business Analyst (Remote - Contract-to-Hire | MST/PST)

Our client is seeking an experienced ServiceNow Business Analyst to support ongoing platform enhancements and multi‑module implementations. This role serves as the bridge between business stakeholders and technical teams, ensuring that requirements are accurately captured, translated, and delivered through scalable ServiceNow solutions.

You will work across ITSM, ITOM, CSM, CMDB, and related modules to drive process optimization, requirements gathering, documentation, and user adoption.

Remote | No Visa Sponsorship

Travel: Occasional (reimbursed)

Contract Duration: Contract-to-hire (6-month minimum)

Work Model: Must reside within MST/PST time zones only | W2

Responsibilities:

Requirements & Process Analysis

• Collaborate with business stakeholders to gather, analyze, and document detailed requirements for ServiceNow enhancements and new implementations.
• Map current‑state and future‑state business processes across ITSM, ITOM, CSM, and CMDB.
• Identify workflow gaps, inefficiencies, and opportunities for automation.

Solution Design & Documentation

• Translate business requirements into clear user stories, acceptance criteria, and functional specifications.
• Partner with ServiceNow developers and architects to ensure solutions align with business needs and platform best practices.
• Create process flows, use cases, and support documentation for configurations and integrations.

Configuration Support

• Assist with functional configuration of ServiceNow modules, including forms, workflows, business rules, dashboards, and reports.
• Validate that configurations meet documented requirements and ITIL-aligned processes.

Testing & Deployment

• Lead and coordinate User Acceptance Testing (UAT)
• Develop test cases, track defects, and ensure solutions meet business expectations before deployment.
• Support changing management activities for upgrades and new releases.

Stakeholder Engagement & Communication

• Serve as the primary liaison between business teams and technical teams.
• Communicate project updates, timelines, risks, and dependencies clearly and proactively.
• Provide training and support to end users to ensure successful adoption of new features.

Continuous Improvement

• Analyze platform performance and user feedback to recommend enhancements.
• Support ongoing optimization of workflows, data quality, and platform usability.

Qualifications/Must Haves:

• ServiceNow Certified System Administrator (CSA) required.
• Strong functional knowledge of ITSM, ITOM, CSM, and CMDB.
• Strong understanding of ITIL processes and how they map to ServiceNow.
• Excellent communication, facilitation, and stakeholder‑management skills.
• 5+ years of experience as a Business Analyst, with 3+ years focused on ServiceNow.
• Experience writing user stories, workflows, acceptance criteria, and processing documentation.
• Proven ability to gather requirements, model processes, and translate business needs into technical specifications.
• No specific degree required; equivalent hands‑on ServiceNow experience accepted.

Preferred Skills:

• Experience working in Agile/Scrum environments.
• Experience in large enterprise or consulting environments.
• Exposure to Flow Designer, Virtual Agent, or Performance Analytics.
• Familiarity with ServiceNow integrations (REST/SOAP) and data migration.
• Experience with CSM features such as Case Management, Knowledge, Portals, and Omnichannel.
• Understanding cloud platforms (AWS, Azure) and how they integrate with ServiceNow.