Business Analyst, ServiceNow Support
Core
Provide day-to-day business and systems support for ServiceNow, managing the full work order lifecycle from service requests to invoicing, while supporting capital equipment ordering and inventory processes.
Role type
Business Analyst (ServiceNow Support)
Builds
ServiceNow Field Service Management, Customer Service Management, and IT Service Management workflows
Domain
Facilities management / ServiceNow platform
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
ServiceNow hands-on experience, work order lifecycle management, ticketing platform support, invoicing workflow management, troubleshooting, analytical capabilities, written and verbal communication, customer service
Preferred skills
ServiceNow Field Service Management, Customer Service Management, IT Service Management, facilities management, facilities systems, convenience store/restaurant/retail industry experience, Oracle, inventory and capital equipment ordering, Agile or Scrum, Jira
Technologies
ServiceNow, JIRA, Oracle, AI
Responsibilities
Manage the full work order lifecycle including service requests, work order and task creation, assignments, ticket closure, and invoice processing. Troubleshoot work order, ticketing, and invoicing issues. Investigate failed transactions and process breakdowns. Support capital equipment ordering including submissions, approvals, ordering, delivery, installation coordination, and invoicing. Support inventory-related processes and investigate delayed or stalled transfer orders, purchase orders, and inventory transactions. Analyze tailored business workflows to pinpoint issues within ServiceNow or related processes. Provide strong internal customer service to a facilities organization of approximately 1,800 employees. Assist with requirements gathering and discovery. Work in a hybrid Agile and Scrum environment.
Seniority
Mid-level, hands-on IC
