Process Analyst (ServiceNow)

About the role

In this role, you will:

• Evaluate current business processes to identify inefficiencies, bottlenecks, and automation opportunities.
• Design future state workflows aligned with organizational goals and ServiceNow best practices.
• Partner with ServiceNow developers and platform owners to translate business requirements into functional specifications.
• Create and maintain process documentation, including SOPs, process maps, and user guides.
• Support ServiceNow enhancements, testing cycles, UAT, and release management activities.
• Analyze process performance using KPIs and recommend continuous improvement initiatives.
• Facilitate workshops, requirements sessions, and stakeholder reviews to ensure alignment and adoption.
• Ensure processes comply with ITIL standards and organizational governance frameworks.

Responsibilities

• Evaluate current business processes to identify inefficiencies, bottlenecks, and automation opportunities.
• Design future state workflows aligned with organizational goals and ServiceNow best practices.
• Partner with ServiceNow developers and platform owners to translate business requirements into functional specifications.
• Create and maintain process documentation, including SOPs, process maps, and user guides.
• Support ServiceNow enhancements, testing cycles, UAT, and release management activities.
• Analyze process performance using KPIs and recommend continuous improvement initiatives.
• Facilitate workshops, requirements sessions, and stakeholder reviews to ensure alignment and adoption.
• Ensure processes comply with ITIL standards and organizational governance frameworks.

Requirements

• 3–7 years of experience in business process analysis, workflow design, or process optimization.
• 2+ years of hands-on experience with ServiceNow, preferably within ITSM (Incident, Problem, Change), CMDB, or HRSD modules.
• Strong understanding of workflow automation, service delivery, and process governance.
• Proficiency with process mapping tools such as Visio, Lucidchart, or Miro.
• Able to translate business needs into clear, actionable requirements for technical teams.
• Experience supporting ServiceNow configuration, testing, and release cycles.
• Familiarity with ITIL v3 or v4 frameworks; certification is a plus.
• Excellent communication, documentation, and stakeholder management skills.

Qualifications

• 3–7 years of experience in business process analysis, workflow design, or process optimization.
• 2+ years of hands-on experience with ServiceNow, preferably within ITSM (Incident, Problem, Change), CMDB, or HRSD modules.
• Strong understanding of workflow automation, service delivery, and process governance.
• Proficiency with process mapping tools such as Visio, Lucidchart, or Miro.
• Able to translate business needs into clear, actionable requirements for technical teams.
• Experience supporting ServiceNow configuration, testing, and release cycles.
• Familiarity with ITIL v3 or v4 frameworks; certification is a plus.
• Excellent communication, documentation, and stakeholder management skills.

Skills

• Business process analysis, workflow design, or process optimization.
• ServiceNow, preferably within ITSM (Incident, Problem, Change), CMDB, or HRSD modules.
• Workflow automation, service delivery, and process governance.
• Process mapping tools such as Visio, Lucidchart, or Miro.
• Ability to translate business needs into clear, actionable requirements for technical teams.
• Supporting ServiceNow configuration, testing, and release cycles.
• ITIL v3 or v4 frameworks; certification is a plus.
• Communication, documentation, and stakeholder management skills.

Benefits

• Total Rewards: Competitive compensation, comprehensive and well-rounded benefits package, including health, dental & vision coverage, 401(k) with company match, life insurance, self-managed PTO, paid holidays, parental leave, and other unique incentives.
• Remote and Hybrid Work
• Time Off When You Need It
• Benefits That Flex
• Professional Development

Pay

Competitive compensation

Schedule

Hybrid/Onsite Tuesday to Thursday in West Loop, Chicago, IL