Senior IT Business Analyst - ServiceNow

About the role

The Sr. IT Business Analyst serves as the primary liaison between business stakeholders and the ServiceNow platform team. This role is responsible for intake, analysis, prioritization, and successful delivery of platform enhancements, new capabilities, and continuous improvements. The position ensures all ServiceNow work aligns to business objectives, is clearly defined for development, properly prioritized, and successfully delivered through User Acceptance Testing (UAT). It also contributes to platform governance, roadmap alignment, and realization of measurable business value.

Responsibilities

• Business Analysis & Requirements: Partner with business teams to identify system needs and document formal requirements; collaborate with technical teams to ensure requirements are clear, actionable, and aligned with business goals; represent the functional area in planning discussions to prioritize initiatives and maximize value.
• Stakeholder Engagement: Serve as the primary liaison between business users and IT for system implementations, upgrades, and enhancements; communicate progress on requests, coordinate resource needs, and ensure alignment across teams; act as the go-to contact for resolving system performance issues and sharing updates with leadership.
• Training & Change Management: Lead efforts to prepare users for system changes through training programs, SOP development, and consistent communication; establish super user forums and address process gaps to support adoption and long-term success.
• System Support & Troubleshooting: Provide day-to-day application support, resolve production issues, and coordinate with IT support teams; respond to user inquiries, determine root causes, and deliver solutions or training as needed to maintain smooth operations.
• Process Improvement: Review existing business processes to identify opportunities for automation and increased efficiency; recommend innovative uses of system functionality, implement improvements, and train users on new workflows and tools.
• Reporting & Documentation: Support report development by designing functional specifications and collaborating with technical teams; maintain thorough documentation for requirements, testing scenarios, process changes, and performance issues to ensure transparency and continuity.
• Project Coordination: Apply project management skills to organize work streams, allocate resources, and meet timelines; provide regular status updates and ensure deliverables align with business priorities and operational needs.
• Leadership: Drive a positive employee experience through employee coaching.

Requirements

• Bachelor’s degree from an accredited four-year college or university in a business, information systems, or related field and 5+ years of relevant experience in progressive IT-related roles; or equivalent combination of education and experience.
• Strong understanding of the ServiceNow platform (ITSM, CSM, ITOM, or related modules).
• Familiarity with ITIL or service management frameworks.
• Key skills include strong analytical, problem-solving, and communication abilities.
• Experience working in Agile/Scrum environments.
• Strong experience in requirements gathering and backlog management.
• Proven ability to work effectively in fast-paced, dynamic environments.
• Team-oriented, approachable, and committed to fostering a positive work culture.

Pay

The expected pay range for this position is $75,000 – $110,000 annually. Individual compensation will be determined based on the scope and responsibilities of the role, location, qualifications and experience, internal equity, external market pay for comparable positions, and budget considerations.

Benefits

Base pay represents one aspect of Smithfield Foods’ comprehensive total rewards package. A full benefits overview is available here.

Schedule

Relocation package available.