ServiceNow Business Analyst – IT Customer Support Services

🔥 13 hours ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $100k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

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📋 Description

• Gather, analyze, and document business and functional requirements for ServiceNow applications, ITSM modules, workflows, and platform enhancements • Translate business requirements into ServiceNow user stories, functional specifications, and acceptance criteria • Analyze and document ServiceNow ITSM processes, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management • Identify opportunities to improve workflows, automate manual processes, and enhance IT service delivery • Support requirements gathering and process improvements for Service Catalog, Service Portal, CMDB, and automated request fulfillment workflows • Conduct requirements workshops, stakeholder interviews, and process review sessions • Develop process maps, workflow diagrams, gap analyses, and functional requirements documentation • Collaborate with ServiceNow developers to align solutions with platform capabilities, business requirements, and ITSM best practices • Manage the ServiceNow backlog by creating and refining user stories, defining acceptance criteria, and participating in Agile sprint planning and demonstrations • Assist with integration requirements involving Active Directory, external applications, reporting tools, and enterprise systems • Develop and execute User Acceptance Testing scenarios • Validate completed development work and coordinate stakeholder acceptance • Support the IT Capability Request process by evaluating functionality requests and preparing recommendations • Maintain requirements documentation, traceability matrices, process workflows, and project status reports • Support releases, system enhancements, and change management activities • Prepare presentations, reports, and briefing materials on development progress, requirements, and recommended improvements

🎯 Requirements

• Bachelor's degree and a minimum of 3 years of related experience; an additional 4 years of relevant experience may be substituted for the degree • Must be a U.S. Citizen • Must possess an active DoD Secret clearance (favorably adjudicated T3/T3R) • Minimum of 3 years of experience as a Business Analyst, Systems Analyst, or Requirements Analyst supporting IT projects • Experience working directly with ServiceNow ITSM implementations, enhancements, or platform development projects • Working knowledge of ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Service Catalog • Experience gathering and documenting business and functional requirements for ServiceNow workflows, applications, and platform enhancements • Experience translating ServiceNow business requirements into user stories, functional specifications, and acceptance criteria • Familiarity with ServiceNow Service Catalog, Service Portal, CMDB, and workflow automation capabilities • Experience conducting business process mapping, workflow analysis, and gap assessments within ITSM environments • Experience collaborating with ServiceNow developers, administrators, and technical stakeholders throughout the software development lifecycle • Experience working in Agile environments, including backlog refinement, sprint planning, and User Acceptance Testing • Strong understanding of IT Service Management processes and ITIL principles • Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Visio • Strong analytical, problem-solving, communication, and stakeholder management skills • Ability to work independently and collaborate with technical and non-technical stakeholders

🏖️ Benefits

• Remote work arrangement • Full-time schedule • Up to 10% travel

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