Job Description
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.