Senior ServiceNow Business Analyst

About The Role

As a Senior ServiceNow Business Analyst / Change Management Lead, you will make an impact by driving enterprise-wide IT Service Management (ITSM), Change Management, Configuration Management, and Governance initiatives. You will be a valued member of the Technology Operations team and work collaboratively with IT leaders, ServiceNow administrators, infrastructure teams, application owners, auditors, compliance stakeholders, and cross-functional technology teams to improve operational efficiency, service quality, and regulatory compliance.

Responsibilities

• Serve as the primary Change Management subject matter expert, overseeing enterprise change processes, governance standards, and operational compliance activities.
• Manage and optimize ServiceNow ITSM processes, including Change Management (CHG), Incident Management (INC), Problem Management (PRB), and Configuration Management Database (CMDB) administration.
• Facilitate Change Advisory Board (CAB) meetings, review high-risk and emergency changes, and ensure appropriate approvals, risk assessments, and implementation plans are in place.
• Collaborate with business and technical stakeholders to gather requirements, identify process improvements, and implement ServiceNow enhancements that improve user experience and operational effectiveness.
• Ensure compliance with Technology Change Management (TCM) policies, PCI DSS requirements, audit standards, and Separation of Duties (SOD) controls while maintaining accurate documentation and evidence for regulatory reviews.

Requirements

• 8+ years of experience in IT Service Management (ITSM), Change Management, Business Analysis, or ServiceNow administration roles.
• Strong experience with ServiceNow ITSM modules including Change Management (CHG), Incident Management (INC), Problem Management (PRB), and Service Catalog.
• Hands-on experience managing and maintaining Configuration Management Databases (CMDB), including configuration item (CI) governance, data integrity, and platform integration.
• Proven experience facilitating Change Advisory Board (CAB) meetings and managing high-risk, emergency, and enterprise-wide technology changes.
• Experience reviewing change documentation, implementation plans, risk assessments, test plans, back-out procedures, approval workflows, and post-implementation reviews.
• Strong understanding of ITIL principles, Technology Change Management (TCM) policies, IT governance, and operational best practices.
• Experience supporting PCI DSS compliance, audit readiness activities, evidence collection, and regulatory reviews.
• Knowledge of Separation of Duties (SOD) controls and governance requirements within change management processes.
• Experience collaborating with technical teams, business stakeholders, and compliance organizations to identify requirements, drive process improvements, and implement ServiceNow enhancements.
• Strong analytical, organizational, and communication skills with the ability to lead workshops, present recommendations, and manage multiple priorities.
• Experience conducting User Acceptance Testing (UAT), training end users, and creating process documentation, knowledge articles, and standard operating procedures (SOPs).
• Understanding of IT Asset Management (ITAM), asset lifecycle management, and inventory governance processes.

Qualifications

• Experience with ServiceNow ITOM, Discovery, Visibility, CMDB Health, and platform governance initiatives.
• Experience designing and implementing ServiceNow workflow improvements that enhance operational efficiency and user experience.
• Knowledge of enterprise audit frameworks, risk management programs, and regulatory compliance requirements.
• Experience supporting highly regulated environments within Financial Services, Healthcare, Insurance, Retail, or Payment Card industries.
• Familiarity with PCI DSS, SOX, internal controls, and other compliance frameworks.
• Experience identifying trends through incident, problem, and change analysis to improve service stability and reduce recurring issues.
• Experience developing and delivering enterprise training programs, onboarding materials, and knowledge management initiatives.
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), ITIL Foundation, or related certifications.
• Experience leading stakeholder workshops, governance meetings, and cross-functional process improvement initiatives.
• Familiarity with Confluence, Jira, reporting dashboards, and enterprise collaboration tools.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan