Description

You will gather business requirements, map processes, and design ServiceNow solutions across ITSM, ITOM, CSM, and CMDB modules.

This role is remote.

Responsibilities

• Collaborate with stakeholders to document detailed business requirements and translate them into technical specifications.
• Analyze existing workflows, identify improvement areas, and propose streamlined processes leveraging ServiceNow functionality.
• Develop user stories, process flows, and use cases for configurations, customizations, and integrations.
• Coordinate user acceptance testing (UAT) and provide training to ensure smooth adoption of new features.
• Support change management for upgrades and identify opportunities for continuous process optimization.

Required Skills

• 5+ years of experience as a ServiceNow Business Analyst, with at least 3 years focused on ServiceNow implementations.
• Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB.
• Proficiency in creating user stories, workflows, and process documentation.
• Strong ability to analyze business requirements and model processes.
• Excellent verbal and written communication skills for collaborating with business and technical teams.
• Experience with ServiceNow integrations using REST/SOAP APIs.

Preferred Skills

• Experience working in Agile/Scrum environments, including sprint planning and daily stand-ups.
• Familiarity with advanced ServiceNow features like Flow Designer, Virtual Agent, or Performance Analytics.
• Understanding of cloud technologies (AWS, Azure) and their integration with ServiceNow.

Key Skills

Education

Bachelor's degree