Overview: The ServiceNow ITSM Business Analyst plays a crucial role within the client's IT Service Management team, focusing on the ServiceNow platform.
This role involves gathering, analyzing, and documenting business requirements from stakeholders and converting them into comprehensive requirements documents.
Key Responsibilities: Documentation and Analysis:Provide high-quality business requirement documentation in support of assigned products.Lead the translation of business intake requests into fully vetted requirements documents.Collaboration and Communication:Work closely with Product Owners, Scrum Masters, Process Owners, and ServiceNow Developers/Admins to ensure thoroughness and accuracy of requirements.Serve as the primary point of contact for ServiceNow requests, assessing feasibility and identifying suitable solutions.Maintain regular updates to stakeholders on the status of their requests.Process Improvement:Collaborate with customers to define or refine process flow diagrams and use-case details.Build an understanding of how ServiceNow is utilized by external customers and internal ITSM Product teams.Technical Partnership:Partner with ServiceNow Developer/Admins to determine effort levels and ensure alignment with objectives.Collaborate with Product Owners, Tech Leads, and Process Owners to gather technical governance input for business requirements.Quality Assurance:Deliver robust acceptance criteria that align with defined use-cases and existing processes to minimize defects.Support unit testing of stories and creation of test scripts to validate requirements.User Engagement:Facilitate demos and User Acceptance Testing (UAT) with customers and/or Process Owners to validate development outputs against requirements. Qualifications: Required: Bachelor's degree in Computer Science or a related technical field.3+ years of relevant experience, with 2-3 years as a Business Analyst for ITSM (ServiceNow).Deep understanding of ITIL IT Service Management processes (e.g., Incident, Problem, Change Management, Project/Portfolio Management).Strong skills in data management, problem-solving, and collaborative work.Excellent interpersonal skills with a proven ability to work with diverse personalities.Capable of handling pressure and meeting deadlines.Passion for resolving problems and enhancing operational processes.Strong oral and written communication skills.Proficient in Microsoft tools (Excel, PowerPoint, Word, Teams, SharePoint).Familiar with DevOps, Product Model, and Agile methodologies.Availability to support US operations during Mountain/Pacific time until 6 PM. Preferred: 5+ years of experience as a Business Analyst for ITSM, specifically ServiceNow.ITIL® Foundation Certification.Experience with ServiceNow Vulnerability Response and Multi-Source CMDB/CMDB 360.Familiarity with multiple Cloud Solutions (Azure, Google, Oracle, IBM).Knowledge of the Common Service Data Model and IT Asset Management processes.Understanding of application architecture and service delivery modeling. Education: Bachelors Degree