Key skills
ServiceNow SPMBusiness analysisRequirements gatheringAgile methodologiesServiceNow modulesAnalytical skillsStakeholder managementITIL processesTraining skillsProcess designUser story creationCommunication skillsProblem-solving skillsFacilitation skillsAttention to detailServiceNowERPAgileProject ManagementStakeholder ManagementResource PlanningCommunication
About this role
Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions. They are seeking a highly skilled Senior ServiceNow Business Analyst - SPM to implement and adopt ServiceNow applications, bridging business needs and technical solutions while working closely with developers and stakeholders.
Responsibilities:
- Engage business stakeholders to identify, document, and prioritize functional and non-functional requirements for ServiceNow implementations
- Translate business needs into clear, actionable user stories and acceptance criteria
- Conduct workshops, interviews, and process mapping sessions to capture as-is and to-be workflows
- Partner with ServiceNow developers, architects, and platform owners to translate requirements into configuration, workflows, and automation
- Validate design proposals and ensure alignment with ServiceNow best practices and platform capabilities
- Support data model, integration, and UI/UX design discussions
- Participate in sprint planning, backlog grooming, and UAT cycles within an Agile or hybrid delivery framework
- Define and execute test cases; coordinate user acceptance testing and issue resolution
- Configure solutions within the ServiceNow SPM suite, including Demand Management, Project Portfolio Management, Resource Management, and Agile Development
- Ensure delivered solutions meet defined requirements and quality standards
- Contribute to process documentation, training materials, and continuous improvement initiatives
- Support Agile, Waterfall, and Hybrid development methodologies across diverse client environments
- Serve as the liaison between business units, IT, and the ServiceNow delivery team
- Provide project updates, status reports, and documentation for decision-making and governance
- Conduct training sessions and create user guides as needed
Requirements:
- Bachelor's degree in Information Systems, Business Administration, Computer Science, or related field
- 3–5+ years of business analysis experience, with at least 2 years focused on ServiceNow implementations
- Deep understanding of Strategic Portfolio Management concepts, including demand, ideation, resource planning, and prioritization
- Proven experience implementing ServiceNow SPM for enterprise clients
- Experience with SPM and one or more additional ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, ITBM, SPM, or custom applications)
- Demonstrated experience in requirements gathering, process design, and user story creation in an Agile environment
- Familiarity with Agile, Waterfall, and Hybrid development methodologies
- Familiarity with ServiceNow data structures, tables, and workflows
- Strong analytical and problem-solving skills with attention to detail
- Excellent communication, facilitation, and stakeholder management skills
- Understanding integration points with other enterprise systems (e.g., HR, ERP, monitoring tools)
- Experience with ITIL processes and frameworks
- Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM)
- ServiceNow Certified System Administrator
- PMI Project Management Professional (PMP) certification
- ICAgile or equivalent Agile certification
- ITIL v3 or v4 Certification
- Additional ServiceNow certifications in areas such as ITOM, SecOps, GRC, or ITSM