ServiceNow Agentic AI / Virtual Agent (VA) Business Analyst

ServiceNow Agentic AI / Virtual Agent (VA) Business Analyst Remote Opportunity JD Role Overview The ServiceNow Agentic AI / Virtual Agent (VA) Business Analyst will serve as the primary liaison between procurement stakeholders, finance teams, and technical developers to design, implement, and optimize Agentic AI / Virtual Agent (VA) processes on the ServiceNow platform. This role focuses on gathering requirements, mapping workflows, and ensuring seamless integration of Agentic AI / Virtual Agent (VA) within the enterprise service management ecosystem. This role will participate in the design of Virtual Agent experiences and lead integrations between ServiceNow and enterprise telephony/CTI platforms. You will drive discovery workshops, translate business goals into measurable outcomes, and partner with architects and developers to deliver Agentic AI capabilities (Now Assist, VA Skills, conversational flows) that reduce effort and improve CX/EX.

Key Responsibilities

• Requirements Gathering & Analysis:

o Collaborate with procurement, finance, and IT teams to capture functional and technical requirements for Agentic AI / Virtual Agent (VA) workflows. o Translate business needs into detailed user stories and acceptance criteria.

• Process Design & Optimization: o Document and optimize end-to-end Source-to-Pay processes, including sourcing, requisitioning, purchase orders, invoicing, and supplier management. o Ensure alignment with organizational policies and compliance standards.
• ServiceNow Platform Expertise: o Work with architects and developers to configure and customize ServiceNow Procurement and Financial modules. o Validate workflows, integrations, and reporting dashboards against business requirements.
• Stakeholder Management:

o Facilitate workshops, demos, and UAT sessions with business and technical teams. o Act as a trusted advisor for procurement transformation initiatives.

• Data & Reporting: o Define reporting requirements for spend analysis, supplier performance, and compliance. o Support CMDB and CSDM alignment for procurement-related services.
• Governance & Compliance: o Ensure adherence to financial regulations, procurement policies, and audit requirements. o Support risk management and continuous improvement initiatives.

Required Skills & Qualifications

• Strong understanding of Agentic AI / Virtual Agent (VA) processes and procurement best practices.

• Experience with ServiceNow related modules.

• Familiarity with ITIL v4 and enterprise service management principles.

• Excellent business analysis skills: requirements gathering, process mapping, documentation.

• Strong communication and stakeholder engagement skills.

• Certifications: o ServiceNow Certified System Administrator (CSA) o Certified Implementation Specialist certifications o Agentic AI / Virtual Agent (VA) related certifications o ITIL v4 Foundation

• Experience: o 5+ years in Agentic AI / Virtual Agent (VA) roles. o 3+ years working with ServiceNow or similar platforms in a BA capacity. o Experience in large-scale enterprise environments.