ServiceNow ITSM Business Analyst

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Sirius Technical Services, is seeking the following. Apply via Dice today!

Sirius Staffing is seeking a ServiceNow ITSM Business Analyst for a 6-month contract opportunity in Lutz, FL. This an on-site role.

Pay: $50.00 to $53.00/hour

Summary: The ServiceNow ITSM Technical Business Analyst (BA) is the critical link between the business stakeholders and the technical development team, focusing on theServiceNow IT Service Management (ITSM) suite. This role is responsible for eliciting, analyzing, documenting, and validating requirements for new features, enhancements, and process improvements across core ITSM modules (e.g., Incident, Problem, Change, Service Catalog, CMDB). The ideal candidate combines a strong understanding of ITIL processes with hands-on technical proficiency in the ServiceNow platform.

Key Responsibilities:

• Gather, analyze, and document business requirements, process flows, and use cases for ServiceNow ITSM projects.
• Translate business needs into detailed user stories and acceptance criteria for Agile development teams.
• Conduct gap analyses to align business processes with ServiceNow capabilities and ITIL best practices.
• Define non-functional requirements, including performance, security, and data integrity.
• Collaborate with ServiceNow Architects and Developers to design scalable, user-friendly solutions.
• Support configuration and customization across core ITSM modules (Incident, Problem, Change, Service Catalog, CMDB).
• Participate in Agile/Scrum ceremonies backlog grooming, sprint planning, and retrospectives.
• Develop and execute test plans and cases for SIT and coordinate User Acceptance Testing (UAT).
• Create process documentation, knowledge articles, and user training materials.
• Support post-implementation issue resolution and continuous improvement efforts.
• Act as liaison between IT process owners, developers, and end-users.
• Facilitate workshops to gather requirements and drive process consensus.
• Identify opportunities for process automation and service optimization.
• Stay informed on new ServiceNow releases and ITSM industry trends
  
  

Qualifications:

• Bachelor s degree in Computer Science, Information Systems, Business, or related field (or equivalent experience).
• 2 years as a Business Analyst focused on ServiceNow (5 years preferred).
• Solid understanding of the ITIL framework (ITIL v3 or v4 certification preferred).
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM.
• 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
• Strong functional and technical knowledge of core ITSM modules: Incident, Problem, Change, Service Catalog, CMDB, and Knowledge Management.
• Experience working in Agile/Scrum environments.
• Excellent analytical, problem-solving, and communication skills.
  
  

Sirius Staffing is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.