ServiceNow Business Analyst (Remote – MST/PST Only)

Key Responsibilities

• Collaborate with stakeholders to gather, analyze, and document detailed business requirements.
• Design and optimize solutions leveraging ServiceNow modules such as ITSM, ITOM, CSM, and CMDB.
• Map existing business processes and recommend improvements aligned with ITIL best practices.
• Develop user stories, process flows, and functional documentation for configurations and integrations.
• Assist with system configuration, including workflows, business rules, forms, reports, and dashboards.
• Cookordinate and support user acceptance testing (UAT) to ensure solution readiness.
• Communicate project status, issues, and deliverables with stakeholders across teams.
• Identify opportunities for process optimization and ServiceNow feature enhancements.
• Support change management activities during upgrades and new releases.
• Train and guide end-users on new ServiceNow features to strengthen adoption and usability.

Required Qualifications

• Minimum 5+ years of experience as a Business Analyst, with at least 3 years focused on ServiceNow implementations and process automation.
• Strong knowledge of ServiceNow modules, including ITSM, ITOM, CSM, and CMDB.
• Proven skills in business process modeling, requirement documentation, and solution validation.
• Experience creating user stories, workflows, and technical documentation.
• Proficiency in Agile/Scrum methodologies and sprint participation.
• Excellent communication, facilitation, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Sound understanding of ITIL frameworks and their application within ServiceNow.

Preferred Qualifications

• Experience with ServiceNow integrations (REST, SOAP) and data management.
• Knowledge of advanced ServiceNow features such as Flow Designer, Virtual Agent, and Performance Analytics.
• Familiarity with ServiceNow CSM features: Case Management, Customer Portals, Knowledge Management, and Omnichannel Engagement.
• Experience with data migration and cloud integrations (AWS, Azure).
• Background in the healthcare industry or large enterprise/consulting environments (e.g., Client, Client, PwC, Booz Allen).