SNOW Business Analyst

We are looking for an experienced SNOW Business Analyst to support a long-term contract engagement with an education-focused organization in Cambridge, Massachusetts. This role offers a collaborative environment, regular business hours, and the opportunity to contribute to high-impact platform initiatives with flexibility for primarily remote work.

About the role

Drive a broad portfolio of ServiceNow initiatives, including new functionality launches, portal enhancements, reporting improvements, and workflow optimization across multiple departments.

Responsibilities

• Partner with stakeholders to gather, clarify, and document business needs for ServiceNow initiatives spanning IT, finance, research, and human resources.
• Translate operational goals into actionable plans for platform enhancements, including dashboards, reporting solutions, workflow automation, and portal capabilities.
• Support concurrent ServiceNow projects such as incident management, change management, and asset-related process improvements across hardware and software domains.
• Coordinate and participate in user acceptance testing, validate outcomes, and help ensure readiness for frequent platform releases.
• Build and refine reporting assets and dashboards that provide meaningful insight for business and technical teams.
• Investigate and help resolve ServiceNow-related incidents while maintaining alignment with project timelines and service expectations.
• Collaborate closely with a dedicated ServiceNow team on development, configuration, implementation, and optimization efforts.
• Contribute to the rollout of new ServiceNow functions, including portal updates and incident management capabilities, while helping improve platform adoption and efficiency.

Requirements

• 5+ years of business analysis experience, including significant hands-on work with the ServiceNow platform.
• Demonstrated project experience supporting ServiceNow implementations, upgrades, integrations, optimizations, or enterprise rollouts.
• Strong understanding of ServiceNow ITSM processes such as incident, change, problem, or release management.
• Experience eliciting requirements, performing gap analysis, and producing clear documentation for technical and business audiences.
• Ability to create or guide reporting and dashboard solutions within ServiceNow based on stakeholder needs.
• Familiarity with Agile Scrum delivery methods and the ability to work effectively across multiple active projects.
• ServiceNow certifications, badges, or related platform credentials are highly preferred.
• Strong communication and collaboration skills, with the ability to work in a primarily remote setting and attend onsite meetings in Cambridge, Massachusetts as needed.

Benefits

• Medical, vision, dental, and life and disability insurance.
• Eligibility to enroll in our company 401(k) plan.