KeenStack (RFL)

Job Title: ServiceNow Business Analyst Location: Remote (Eligible only for MST or PST Time Zone residents) Experience Level: Senior (5+ Years) Employment Type: Full-Time Role Overview As a ServiceNow Business Analyst, you will serve as the strategic bridge between business units and technical development teams. You will translate complex business challenges into scalable, high-impact digital workflows on the ServiceNow platform. This role requires a deep understanding of ServiceNows core modules and a commitment to ITIL best practices to drive operational excellence for 2025 and beyond. Key Responsibilities Requirements Engineering: Lead workshops with stakeholders to elicit, analyze, and document business requirements for ITSM, ITOM, CSM, and CMDB modules. Process Optimization: Map "As-Is" and "To-Be" processes using BPMN standards; identify bottlenecks and propose streamlined workflows utilizing Flow Designer and IntegrationHub. Agile Documentation: Author high-quality user stories, acceptance criteria, and process flow diagrams in an Agile/Scrum environment. Solution Design & Configuration: Partner with developers to design solutions that align with the Common Service Data Model (CSDM); assist in configuring business rules, dashboards, and Performance Analytics. Quality Assurance: Lead User Acceptance Testing (UAT) by developing test scenarios and scripts to ensure solutions meet business expectations prior to deployment. Change Management: Support the organizational change management (OCM) process for platform upgrades (e.g., Vancouver/Washington DC releases) and feature enhancements. Training & Adoption: Create user-friendly job aids and lead training sessions to ensure high platform adoption and user proficiency. Required Qualifications Experience: 5+ years as a Business Analyst, with at least 3 years dedicated specifically to ServiceNow implementations. Platform Expertise: Deep functional knowledge of ITSM (Incident, Change, Problem), ITOM (Discovery, Service Mapping), CSM, and CMDB. Time Zone Eligibility: Must be located in and work within the MST or PST time zones. Technical Skills: Proficiency with Agile tools (e.g., Jira, Azure DevOps) and process modeling software (e.g., Lucidchart, Visio). Certification: Strong understanding of ITIL v4 frameworks. Communication: Exceptional facilitation skills with the ability to explain technical concepts to non-technical business leaders. Preferred Skills (2025 Focus) ServiceNow Certifications: Certified System Administrator (CSA) or Certified Business Process Analyst (CBPA) are highly desirable. Modern Features: Experience with Now Assist (Generative AI), Virtual Agent, or AI-powered Service Operations Workspace. Specialized Modules: Familiarity with GRC (Governance, Risk, and Compliance) or HRSD is a plus. Why Join Us? Innovation-First Culture: Work with the latest 2025 ServiceNow features, including autonomous AI agents and hyperautomation tools. Growth Opportunities: Access to dedicated learning paths through ServiceNow University and support for advanced certifications. Competitive Compensation: We offer industry-leading salaries for remote professionals in the MST/PST regions, alongside comprehensive health and retirement benefits.