ITSM Analyst

The ServiceNow Business Analyst works with business teams and IT professionals to enhance platform functionality, streamline workflows, and improve the overall user experience. This role focuses on understanding operational needs, documenting requirements, and partnering with technical teams to deliver solutions that support business objectives and improve service delivery.

• Collaborate with business stakeholders to assess existing workflows, identify inefficiencies, and recommend process improvements.

• Gather, analyze, and document business requirements for ServiceNow enhancements and workflow development.

• Convert business requirements into detailed user stories and acceptance criteria aligned with relevant ServiceNow modules.

• Partner with ServiceNow Engineers and other technical teams to implement approved enhancements and process changes.

• Coordinate User Acceptance Testing (UAT), document test results, and work with stakeholders to confirm solutions meet business expectations.

• Evaluate completed enhancements against established requirements, identify gaps, and coordinate necessary corrections.

• Monitor process performance and improvement metrics to assess the effectiveness of implemented changes.

• Communicate requirements, project updates, and proposed solutions clearly to both technical and nontechnical audiences.

• Bachelor's degree in a related field.

• At least five years of experience in technology, business analysis, systems analysis, or a related technical role.

• ServiceNow Certified Application Developer certification.

• ITIL Foundation certification and/or ITSM Specialist certification.

• Strong requirements-gathering, process-analysis, and documentation skills.

• Ability to translate business objectives into actionable technical requirements and user stories.

• Experience collaborating with cross-functional teams to improve ServiceNow processes and functionality.

• Knowledge of User Acceptance Testing methodologies, test coordination, and requirements validation.

• Strong written and verbal communication skills, including the ability to explain technical concepts to business stakeholders.

• Effective organizational, planning, and problem-solving skills, with the ability to manage multiple activities and resolve issues throughout the process improvement lifecycle.