ServiceNow Business Analyst
We are looking for a ServiceNow Business Analyst to support ongoing enhancement and operational activities within the ServiceNow platform. The role involves reviewing all ad-hoc requests, working closely with requestors and fulfillment owners, and documenting clear and actionable requirements. The analyst will ensure that each request is properly understood, analyzed, and translated into meaningful improvements that align with business needs and platform best practices
Responsibilities include:
- Reviewing incoming ServiceNow ad-hoc requests and understanding the underlying business need, including determining the root cause, expected outcomes, and whether the request fits into existing processes or requires new capabilities.
- Collaborating with requestors and fulfillment groups to clarify expectations, validate feasibility, identify constraints, and assess the overall business impact before recommending an approach.
- Gathering requirements through discussions, workshops, and process reviews, and documenting user stories, functional requirements, acceptance criteria, detailed process flows, data requirements, and dependencies to ensure clarity for technical teams.
- Identifying when new ServiceNow forms need to be created or when existing forms require enhancements, analyzing user interactions, data capture needs, compliance considerations, and integration requirements with downstream processes.
- Defining form fields, layout, behavior, UI policies, validation rules, client-side logic, and user experience expectations, and working closely with technical teams during design, configuration, and review cycles to ensure the final output meets business needs.
- Identifying opportunities for automation using Flow Designer, workflows, business rules, catalog tasks, and scheduled actions to reduce manual effort, eliminate redundancies, improve turnaround time, and streamline fulfillment processes.
- Assessing requests to identify Knowledge Base article opportunities and partnering with content owners to create, enrich, and maintain articles that support consistency, reduce recurring issues, and promote a self-service culture.
- Recommending self-service improvements by converting manual processes into intuitive catalog items, guided forms, workflow-driven actions, or enhanced service portal features that improve user experience and reduce support workload.
- Acting as a liaison between business teams, fulfillment groups, and the ServiceNow platform team, ensuring clear communication, managing expectations, facilitating discussions, and providing continuous updates throughout the lifecycle of enhancements.
- Supporting user acceptance testing by preparing test cases aligned to requirements, coordinating testing activities with stakeholders, validating system behavior, identifying defects, and ensuring that delivered functionality meets documented expectations before production deployment.
- We have an immediate need for a position to review all ad-hoc requests and work directly with fulfillment owners to analyze and document requirements and recommendations related to creating forms, developing forms with automation, identifying Knowledge Base opportunities, and driving self-service improvements across the platform.
Preferred capabilities include:
- Understanding of ServiceNow ITSM modules and familiarity with how various components such as Incident, Request, Change, Knowledge, and CMDB interact within business workflows.
- Ability to analyze processes, identify inefficiencies, recommend improvements, and translate business challenges into practical ServiceNow solutions.
- Strong communication, analytical, and documentation skills, with the ability to simplify complex concepts, articulate requirements clearly, and maintain comprehensive records of discussions and decisions.
- Familiarity with Agile practices, including working with backlogs, participating in sprint ceremonies, refining user stories, and collaborating in iterative cycles, along with an understanding of ITIL concepts to align enhancements with standardized service management processes
Preferred Qualifications
ServiceNow Certified System Administrator (CSA) or other relevant ServiceNow certifications.
ITIL Foundation or understanding of ITIL-based service management practices.
Experience working with ServiceNow request fulfillment, catalog development, and workflow automation.
Knowledge of Service Portal configuration principles and user experience best practices.
Ability to work collaboratively with cross-functional teams, including technical developers, product leads, and business stakeholders.
Strong problem-solving mindset with the ability to break down complex requirements into structured, actionable steps
Business Analysis,knowledge management,servicenow,itsm,incident management,request management,change management,cmdb,agile
