Description

You will support the IT Service Management team by gathering, analyzing, and documenting requirements to enhance the ServiceNow platform.

Responsibilities

• Gather and document business requirements for ServiceNow ITSM solutions.
• Translate intake requests into vetted requirement documents and process flow diagrams.
• Partner with Developers and Admins to evaluate level of effort and assess request feasibility.
• Define acceptance criteria, create test scripts, and facilitate user acceptance testing (UAT).
• Collaborate with Product Owners and Scrum Masters to align requests with program increment plans and governance standards.

Required Skills

• 3+ years of experience as a Business Analyst for ITSM, specifically within ServiceNow.
• 2-3 years of experience with ITIL processes including Incident, Problem, Change Management, and Service Catalog.
• Bachelor's degree in Computer Science or a related technical field.
• Proficiency in Microsoft Excel, PowerPoint, Word, Teams, and SharePoint.
• Familiarity with DevOps, Product Model, and Agile methodologies.
• Ability to support US operations in Mountain/Pacific time zones up to 6 PM.
• Strong stakeholder management and communication skills.

Preferred Skills

• 5+ years of experience as a Business Analyst for ITSM, specifically ServiceNow.
• Experience with ServiceNow Vulnerability Response and Multi-Source CMDB/CMDB 360.
• Working knowledge of Azure, Google, Oracle, or IBM cloud solutions.
• Familiarity with Common Service Data Model, IT Asset Management, and application architecture.

Key Skills

Education

Bachelor's degree