ServiceNow Business Analyst
Core
Bridge between partners and technical teams to design, implement, and improve ServiceNow ITSM and ITOM solutions.
Role type
ServiceNow Business Analyst (ITSM/ITOM)
Builds
IT Service Management and IT Operations Management solutions on the ServiceNow platform
Domain
IT Service Management / IT Operations Management / Enterprise Software
Required skills
Requirements gathering, Process analysis, Solution design, ITIL framework knowledge, Functional specification writing, User story creation, Process flow design, Test plan development, User training, Project coordination
Preferred skills
ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), Agile methodologies (Scrum/Kanban), ServiceNow Discovery, Event Management, CMDB lifecycle management, Flow Designer, Studio IDE, Update Sets, Cloud-native infrastructure, API integrations (REST/SOAP), IntegrationHub, Service Mapping
Technologies
ServiceNow, ITIL, Flow Designer, Studio IDE, IntegrationHub, REST, SOAP
Responsibilities
Collaborate with partners to gather and document requirements for SNOW ITSM/ITOM implementations, Translate needs into functional specifications and process flows, Design and improve ITSM/ITOM processes (Incident, Problem, Change, Request, Knowledge, Configuration), Configure and customize SNOW modules and workflows, Develop test plans (SIT/UAT), Create documentation for requirements and specs, Provide training and support to end-users and IT teams, Facilitate communication between partners, developers, and IT teams, Monitor and report on SNOW application performance
Seniority
Mid-Senior, hands-on IC