ServiceNow Business Analyst/Product Owner @ REMOTE

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This is a 6–12 month, 100 % remote contract position open to U.S. Citizens and Green-Card holders only. Candidates must come from the Insurance, Financial, or Banking sectors.

About the role

As a Business Analyst / Product Owner on the ServiceNow Support Team, you will collaborate with Process Owners and Requestors across IT and the Business to define and deliver the strategic roadmap. You will manage features, document user stories, and work with the Platform Owner to prioritize the backlog and evaluate current processes to create solutions that meet business needs, goals, and objectives.

Responsibilities

• Collaborate with key stakeholders and management to gather, analyze, and prioritize complex business requirements; provide recommendations, manage expectations, and communicate progress effectively.
• Continuously prioritize the product backlog to ensure the development team focuses on the highest-value work.
• Prioritize features, enhancements, and bug fixes based on business needs, customer feedback, and technical considerations.
• Collaborate with cross-functional teams to manage dependencies.
• Partner with the Platform Owner and other stakeholders to understand process-owner needs and emerging trends to refine the roadmap.
• Stay updated on the latest ServiceNow features, capabilities, and best practices to continuously improve the platform.
• Perform business-analysis tasks on ServiceNow: intake, review, request-ticket handling, backlog grooming, and clear documentation of requirements.

Requirements

• Minimum 12+ years of experience within Information Technology.
• 3–5+ years of experience in ServiceNow Administration, Business Analysis, Project Management, or other Agile-related roles within a development team that directly align with the responsibilities of this position.
• Proven track record as a strong collaborator and communicator.
• 4-year Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience (4 years of experience in lieu of a Bachelor’s).
• Very strong expertise in ITSM, ServiceNow, vulnerability management, and APM.
• Experience with IT Operations Management, Workplace Service Delivery, Integration Management, Disaster Recovery, and Vendor Management.

Nice-to-haves

• Experience in IT Service Management (ITSM), IT Operations Management (ITOM), or related domains or ServiceNow modules.
• ServiceNow Certifications (e.g., Certified System Administrator, Certified Application Developer).
• Strong analytical skills, attention to detail, and ability to balance multiple priorities in a fast-paced environment.
• Demonstrated experience thinking outside the box to provide creative and effective solutions.
• Proven ability to be adaptable, agile, and flexible to provide creative solutions.