Senior Business Analyst, ServiceNow Platform

About the role

The Senior ServiceNow Business Analyst serves as a strategic partner between functional stakeholders and technical delivery teams, driving the successful design, implementation, and continuous improvement of ServiceNow platform capabilities. This role is responsible for eliciting business requirements, analyzing current and future-state processes, and translating requirements into actionable stories and specifications. It also ensures that delivered solutions align with business objectives and enterprise governance standards.

Responsibilities

• Acts as a liaison with stakeholders to analyze the needs of various functional business areas while enhancing software and reinforcing business standards.
• Creates detailed documentation of functional, system (non-functional), user and reporting requirements that may include but is not limited to: Use Cases, Logical Models, Process Flow Diagrams, Report Specifications and Data Mapping & Flow Diagrams.
• Performs research and analysis for proposed projects to determine feasibility and durability.
• Performs profiling and analysis of data from source systems.
• Ensures that solution requirements are clearly documented, communicated, and validated.
• Supports functional and user acceptance testing groups throughout development life cycle.
• Helps the team to define and control scope for development initiatives and release schedule.
• Works jointly with other IT Managers to create detailed work plans for software development and enhancement projects.
• Responsible for status reporting, knowledge transfer and implementation plans as appropriate for the software solution being developed.
• Builds and maintains relationships with software application vendors and implementation partners.
• Instructs, directs, guides, and checks the work of Business Analysts.
• Performs other duties as assigned or apparent.

Qualifications

• Experience using Structured Query Language (SQL) for data analysis.
• Business Analysis or Project Management Professional certification.
• Bachelor’s degree in business administration, computer engineering, information systems, finance, statistics, computer science or a related field or equivalent experience.
• Minimum of 5 years of direct work experience in a business analyst capacity working with business systems related to systems support, analysis, or development.
• Minimum of 1 year project management/coordination tracking and organizing business analysis documentation for projects.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) in one or more modules.
• CBAP, CCBA, PMI-PBA, or equivalent Business Analysis certification.
• Experience supporting ITSM, ITOM, CMDB, Discovery, Service Mapping, HRSD, IRM, or Asset Management initiatives.
• Experience working within regulated or compliance-driven environments (SOX, PCI-DSS, Audit).
• Knowledge of ITIL framework and service management best practices.
• Experience supporting large-scale digital transformation or platform modernization programs.