Associate ServiceNow ITSM Business Analyst

Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions using a unique blend of expert process knowledge, technology insight, and deep operational experience. This combination of skills is grounded in a product- and vendor-agnostic approach that enables Windward to serve as a trusted partner to some of the world’s leading businesses and U.S. government agencies. Since our inception in 1997, Windward has supported over 500 clients worldwide and more than 3,500 projects.

Our dedication to excellence is reflected in our industry-leading metrics. Windward has a Customer Satisfaction (CSAT) score of 5.0 and an Employee Net Promoter Score (eNPS) of 82, demonstrating our commitment to both client success and employee engagement. We foster a culture of teamwork, innovation, and ongoing learning—empowering our consultants to tackle complex challenges for innovative clients. If you’re passionate about technology and eager to make a difference, Windward is the ideal place to elevate your career.

Windward is seeking an Associate ServiceNow ITSM Business Analyst to play a key role in the successful implementation and adoption of ServiceNow IT Service Management solutions across the organization. This role focuses on understanding business needs, documenting requirements, and supporting solution delivery aligned with organizational goals and best practices across government and commercial clients. The ideal candidate demonstrates high attention to detail, a proactive approach to problem-solving, and a strong desire to continuously learn and expand their ServiceNow expertise.

Key Responsibilities

• Acquire ServiceNow ITSM Certified Implementation Specialist (CIS) certification
• Engage with stakeholders to gather, document, and prioritize business requirements related to ServiceNow IT Service Management, including Incident, Problem, Change, Request, and Knowledge.
• Support workshops, interviews, and process mapping sessions to capture current-state and future-state processes and workflows
• Create clear and well-structured documentation, including process flows, functional requirements, user stories, and acceptance criteria.
• Translate business needs into actionable requirements that support ServiceNow configuration, workflow development, and automation.
• Collaborate with technical delivery teams to ensure requirements are accurately implemented and aligned with ServiceNow platform capabilities and best practices.
• Participate in Agile or hybrid delivery activities, including sprint planning, backlog refinement, and review sessions.
• Support testing efforts by preparing and executing test cases, documenting results, and tracking defects through resolution.
• Assist with deployment readiness activities, including documentation, training materials, and release support.
• Provide day-to-day analytical support throughout the project lifecycle, ensuring solutions meet defined business and quality expectations.
  
  

Required Qualifications

• Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field.
• Foundational understanding of IT Service Management processes and concepts.
• Experience documenting business requirements, process flows, and user stories.
• Strong analytical, organizational, and problem-solving skills.
• Clear and professional written and verbal communication skills.
• Ability to manage tasks independently while contributing effectively in a team-based environment.
• Familiarity with Agile or Scrum delivery methodologies.
  
  

Required Certifications

• ServiceNow Certified Systems Administrator
  
  

Preferred Qualifications

• 2 years of business analysis experience, with at least 1 year focused on ServiceNow implementations.
  
  

Preferred Certification

• ServiceNow Certified Implementation Specialist – ITSM
• Additional ServiceNow certifications in areas such as CSM or SPM
• Additional ServiceNow micro-certifications
  
  

Location

• Remote
  
  

Windward strives to attract and retain the best individuals and provide an environment where they can all grow professionally and build a rewarding career. We continually strive to create an environment that balances work life and offers benefits that will enhance the compensation package. We offer Medical, Dental, Vision, Flexible Spending Accounts, Short Term Disability, Long Term Disability, Life Insurance and AD&D, as well as the option to purchase additional Life Insurance and AD&D, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match and work/life balance.

Windward is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.