Senior ServiceNow Business Analyst - SPM

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 4.7 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 a highly skilled and experienced Senior ServiceNow Business Analyst – SPM to play a key role in the successful implementation and adoption of ServiceNow applications across the organization. This role bridges business needs and technical solutions — gathering requirements, defining processes, and working closely with developers, architects, and stakeholders to ensure that the ServiceNow solution aligns with organizational goals and industry best practices for both government and commercial clients. The ideal candidate will possess a unique blend of technical expertise, strategic thinking, and exceptional customer-facing skills.

Key Responsibilities

• Engage business stakeholders to identify, document, and prioritize functional and non-functional requirements for ServiceNow implementations.
• Translate business needs into clear, actionable user stories and acceptance criteria.
• Conduct workshops, interviews, and process mapping sessions to capture as-is and to-be workflows.
• Partner with ServiceNow developers, architects, and platform owners to translate requirements into configuration, workflows, and automation.
• Validate design proposals and ensure alignment with ServiceNow best practices and platform capabilities.
• Support data model, integration, and UI/UX design discussions.
• Participate in sprint planning, backlog grooming, and UAT cycles within an Agile or hybrid delivery framework.
• Define and execute test cases; coordinate user acceptance testing and issue resolution.
• Configure solutions within the ServiceNow SPM suite, including Demand Management, Project Portfolio Management, Resource Management, and Agile Development.
• Ensure delivered solutions meet defined requirements and quality standards.
• Contribute to process documentation, training materials, and continuous improvement initiatives.
• Support Agile, Waterfall, and Hybrid development methodologies across diverse client environments.
• Serve as the liaison between business units, IT, and the ServiceNow delivery team.
• Provide project updates, status reports, and documentation for decision-making and governance.
• Conduct training sessions and create user guides as needed.
  
  

Required Qualifications

• Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field.
• 3–5 years of business analysis experience, with at least 2 years focused on ServiceNow implementations.
• Deep understanding of Strategic Portfolio Management concepts, including demand, ideation, resource planning, and prioritization.
• Proven experience implementing ServiceNow SPM for enterprise clients.
• Experience with SPM and one or more additional ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, ITBM, SPM, or custom applications).
• Demonstrated experience in requirements gathering, process design, and user story creation in an Agile environment.
• Familiarity with Agile, Waterfall, and Hybrid development methodologies
• Familiarity with ServiceNow data structures, tables, and workflows
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication, facilitation, and stakeholder management skills.
• Understanding integration points with other enterprise systems (e.g., HR, ERP, monitoring tools).
• Experience with ITIL processes and frameworks.
  
  

Required Certifications

• Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM)
• ServiceNow Certified System Administrator
  
  

Preferred Qualifications

• PMI Project Management Professional (PMP) certification
• ICAgile or equivalent Agile certification
• ITIL v3 or v4 Certification
• Additional ServiceNow certifications in areas such as ITOM, SecOps, GRC, or ITSM
  
  

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.