Senior Business Systems Analyst

About the role

We are seeking a Senior Business Systems Analyst to support ServiceNow ITSM capabilities within a complex enterprise environment. This role works closely with business partners, process stakeholders, developers, quality assurance resources, and agile delivery teams to translate business needs into clear, actionable system requirements and sustainable solutions. The successful candidate will bring strong analytical judgment, practical knowledge of IT service management, and the ability to work independently on complex assignments. The position is focused on business analysis, process optimization, documentation, testing support, and cross-functional delivery rather than Product Owner, Service Delivery Manager, or people-lead responsibilities. This position is an onsite position and available to be filled at any Huntington Corporate office location. Certain positions outside our branch network may be eligible for a flexible work arrangement, combining in‑office and work‑from‑home options. Remote roles will also have the opportunity to come together in our offices for moments that matter, with specific work arrangements provided by the hiring team.

Responsibilities

• Partner with business and technology stakeholders to understand objectives, workflows, pain points, and system needs.
• Elicit, analyze, document, and validate functional and non‑functional requirements for ServiceNow ITSM enhancements, integrations, and defect remediation.
• Translate requirements into process flows, use cases, user stories, acceptance criteria, data requirements, and other delivery‑ready documentation.
• Assess proposed changes for business impact, dependencies, risks, data considerations, and alignment with established platform standards.
• Maintain traceability from business requirements through solution delivery, testing, and implementation.
• Provide senior‑level functional analysis across ITSM processes such as Event, Incident, Major Incident, Problem, and Change Management.
• Analyze current‑state processes and recommend practical opportunities to improve efficiency, automation, controls, data quality, and user experience.
• Collaborate with platform and process teams to support consistent configuration and use of ServiceNow capabilities.
• Investigate production issues and recurring defects by gathering evidence, documenting findings, and coordinating resolution with appropriate technical resources.
• Create and maintain process, system, support, and knowledge documentation.
• Participate in refinement, planning, reviews, and other delivery activities by providing requirements context and resolving analysis questions.
• Partner with developers, architects, quality assurance resources, Scrum Masters, and Service Delivery Managers to confirm solution understanding and delivery readiness.
• Support test planning, test scenario development, system testing, user acceptance testing, defect triage, and validation of completed work.