ServiceNow Business Analyst
About the Role
The Department is seeking an experienced ServiceNow Business Analyst to lead business analysis, requirements management, stakeholder engagement, and business process improvement activities supporting the Department's enterprise ServiceNow implementation. The selected consultant will work closely with business and technical stakeholders to analyze current processes, define business requirements, validate solutions, and ensure the ServiceNow platform supports the Department's operational and strategic objectives.
Initial efforts will focus on the implementation of Incident Management, Service Request Management, and the Employee Center, followed by continued support for additional ServiceNow capabilities, including IT Service Management (ITSM), Case Management, Configuration Management Database (CMDB), Common Service Data Model (CSDM), IT Operations Management (ITOM), reporting and analytics, service portfolio and catalog management, platform governance, integrations, organizational change management, training, and other current or future ServiceNow capabilities.
The consultant will collaborate with Department leadership, the Product Owner, Platform Owner, business stakeholders, technical teams, implementation partners, and vendors to ensure business requirements are accurately defined, documented, approved, and successfully implemented.
Responsibilities
- Lead business requirements elicitation and analysis activities.
- Facilitate meetings and workshops with business and technical stakeholders.
- Analyze current business processes and identify opportunities for improvement within approved project scope.
- Develop business, functional, and non-functional requirements.
- Prepare process flows, user stories, use cases, and supporting documentation.
- Coordinate business validation and requirements approvals.
- Support solution demonstrations and stakeholder reviews.
- Assist with system testing, user acceptance testing, defect tracking, and solution validation.
- Develop and maintain requirements traceability throughout implementation.
- Support communications, training, organizational adoption, and continuous improvement initiatives.
- Follow all Department, ISP, and team-defined standards and procedures.
- Perform other related duties as required.
Requirements
- Minimum five (5) years of business analysis experience supporting enterprise technology implementations.
- Minimum three (3) years supporting ServiceNow implementations or platform enhancements.
- Experience eliciting, documenting, validating, and managing business and functional requirements.
- Experience facilitating stakeholder workshops and requirements sessions.
- Experience documenting business processes, workflows, and functional specifications.
- Experience supporting solution validation and user acceptance testing.
Qualifications
Preferred Experience:
- Experience implementing multiple ServiceNow products or modules.
- Experience supporting ITSM, Case Management, CMDB, ITOM, Employee Center, or related ServiceNow capabilities.
- Experience with business process improvement methodologies.
- Experience supporting organizational change management and user adoption.
- Experience working within a public sector or government environment.
Education/Certifications:
- Bachelor's degree from an accredited college or university in Information Technology, Business Administration, Computer Science, or a related field, or equivalent professional experience.
- Certified Business Analysis Professional (CBAP), PMI Professional in Business Analysis (PMI-PBA), or equivalent certification preferred.
- ServiceNow certification(s) preferred.
- ITIL Foundation certification preferred.
Pay
$60 - 70 per hour
Schedule
8am to 5pm
Benefits
- Comprehensive benefits package, including medical, prescription, dental, vision, AD&D, and life insurance offerings.
- Short-term disability.
- 401K plan (all benefits are based on eligibility).
Location: Tallahassee, Florida
Job type: Contract