ServiceNow ITSM BA

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Title: ServiceNow ITSM BA

Location: Madison, WI

Contract

Position Overview

The candidate will assist in:Initial implementation activitiesService request configurationTransition into SAM (Software Asset Management) and HAM (Hardware Asset Management) support phases Key Responsibilities

Service Request Development

Collaborate with business stakeholders to gather requirementsDesign, build, and test automated service requestsDevelop workflows within the ServiceNow Service Catalog

ITSM Implementation

Configure ITSM modules:IncidentProblemChangeRequestEnsure all changes comply with governance workflows

Platform Support

Provide ongoing support and maintenance for ServiceNow modulesEnsure system performance meets service delivery standards

Process Design & Documentation

Create and maintain:System configuration documentationProcess flowsUser guidesEnsure long-term platform sustainability

Top Required Skills (3+ Years Each)

ServiceNow Implementation & ConfigurationITSM modules configurationService Catalog developmentWorkflow design using Flow DesignerBusiness Analysis & Requirement GatheringTranslate business needs into technical specificationsManage lifecycle from discovery to UATITSM Process KnowledgeStrong understanding of ITIL frameworksExperience in enterprise/government environmentsTechnical Writing & DocumentationFunctional Requirement Documents (FRDs)Standard Operating Procedures (SOPs) Nice-to-Have Skills

Experience with third-party integrations:DynatraceJiraTenableExposure to advanced ServiceNow modules:Enterprise Architecture (EA)Security Operations (SecOps)Software Asset Management (SAM)Hardware Asset Management (HAM)Strong knowledge of ITIL v3 or v4, especially:Incident ManagementChange ManagementRequest Management