Senior Business Analyst – ServiceNow

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Job Title: Senior Business Analyst – ServiceNow

Remote Work

Contract Length: 6+ Months

The Senior Business Analyst serves as the liaison between business stakeholders and the ServiceNow engineering team. This role is responsible for understanding business objectives, analyzing business processes, defining requirements, managing demand, and ensuring ServiceNow solutions deliver measurable business value while aligning with platform standards and roadmap objectives.

Required Qualifications

Experience

• 5+ years of Business Analyst experience in enterprise IT environments
• 3+ years working directly with ServiceNow implementations, enhancements, or platform management
• Experience supporting Agile/Scrum development teams
• Experience translating business needs into functional requirements and user stories
• Experience working with executive stakeholders and business process owners

ServiceNow Knowledge

Must have practical knowledge of:

• ITSM
• Service Catalog
• Knowledge Management
• CMDB Fundamentals
• Change Management
• Incident Management
• Request Management

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Preferred:

• ITOM
• SPM/PPM
• HRSD
• ITAM
• Security Operations
• CSM

Core Responsibilities

Requirements Management

• Elicit and document business requirements
• Facilitate stakeholder workshops and discovery sessions
• Develop user stories, use cases, business process flows, functional requirements, and acceptance criteria
• Validate requirements with business owners

Process Analysis

• Analyze current-state and future-state processes
• Identify automation and optimization opportunities
• Recommend ServiceNow capabilities
• Perform impact assessments

Agile Product Support

• Partner with Product Owners and Engineering Managers
• Maintain backlog quality and prioritization
• Support sprint planning and backlog refinement

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• Assist with release readiness and user acceptance testing

Stakeholder Management

• Build relationships with business leaders, process owners, service owners, and technical teams
• Manage stakeholder expectations and priorities
• Communicate project status and risks

Governance & Platform Strategy

• Ensure demand aligns with platform standards
• Support governance reviews
• Assist with roadmap planning and prioritization
• Identify duplicate or conflicting requirements

Required Skills

Business Analysis

• Requirements Elicitation
• Business Process Modeling
• Root Cause Analysis
• Gap Analysis
• Documentation Management
• Workshop Facilitation

Technical

• ServiceNow Architecture
• Workflow Diagrams

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• Data Models
• Integration Requirements
• Solution Design
• REST APIs

Communication

• Executive Presentations
• Written Communication
• Conflict Resolution
• Negotiation
• Ability to communicate technical concepts to non-technical audiences

Preferred Certifications

ServiceNow

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist
• ServiceNow Micro-Certifications

Business Analysis

• CBAP
• CCBA
• PMI-PBA
• Agile Analysis Certification

Agile

• Certified Scrum Product Owner (CSPO)
• SAFe Practitioner
• SAFe Product Owner/Product Manager