ServiceNow ITSM Technical Business Analyst

Job title:-  ServiceNow ITSM Technical Business Analyst 
Location:- Lutz, FL 33549 
Duration:- 06 Months
 
Job Description:-
Key Responsibilities
Requirements & Analysis
Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements. (Critical)
Translate high-level business needs into detailed, clear, and actionable User Stories and acceptance criteria for the development team. (Critical)

• Conduct gap analysis between current state processes and ServiceNow platform capabilities, recommending solutions that maximize out-of-the-box functionality.
• Define and document non-functional requirements (e.g., performance, security, data integrity).

**Understanding the business needs**
Solution Design & Implementation

• Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user-friendly solutions within the platform.
• Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.
• Support the configuration and customization of ServiceNow modules in partnership with technical teams.
• Actively participate in the Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives).

Testing, Training, & Support

• Develop comprehensive test plans, test cases, and execute/coordinate system integration testing (SIT).
• Facilitate and support User Acceptance Testing (UAT) with end-users and process owners, ensuring that the delivered solution meets all documented requirements.
• Create and maintain detailed documentation, including process maps, knowledge articles, and end-user training materials.
• Provide post-implementation support and address user feedback to drive continuous improvement.

Stakeholder Management & Process Improvement

• Serve as the primary liaison between IT process owners, end-users, and the technical delivery team.
• Facilitate working sessions and workshops to drive consensus and clarify requirements.
• Proactively identify opportunities for process optimization and automation within the ITSM landscape.
• Stay current with ServiceNow features, releases, and ITSM industry best practices.

Required Qualifications

• 2 years of experience as a Business Analyst, specifically focused on the ServiceNow platform. (Preferred 5yrs)
• Deep functional and technical knowledge of the ServiceNow ITSM suite, including:
• Incident Management
• Problem Management
• Change Management
• Service Catalog & Request Fulfillment
• Configuration Management Database (CMDB)
• Knowledge Management
• Solid understanding of ITIL framework and processes (certification is a plus).
• Proven experience working in an Agile/Scrum delivery model.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Exceptional written and verbal communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
• Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience.

Required Qualifications

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM.
• ITIL Foundation Certification (v3 or v4).
• Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM).
• Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow.
• Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules).