Meet with stakeholders to define and document ServiceNow solutions that meet business needs and organizational objectives
Own the relationship with stakeholders to identify, prioritize, model, and document business process and data requirements
Analyze patterns of business activity to understand demand levels for stakeholder requests
Ensure business requirements are understood, developed, tested, and delivered to specifications
Respond to ServiceNow service issues, and administration requests
Create quality content and documentation for workflows, services, user guides, testing, training, and self-service
Represent project stakeholders throughout planning, development, and release phases
Coordinate User Acceptance Testing (UAT)

3+ years working as a business analyst building solutions for ServiceNow modules such as ITSM, ITAM, ITOM, HRSD, CSM, Now Assist, ESC, WSD, SAM, HAM, SIR, Health and Safety, Cloud Management, IRM, and/or GRC
Strong oral and written communication skills
Proficiency in MS Office Suite + Copilot
Ability to create Workflow and Swim Lane documentation
Strong understanding of ITIL frameworks – Service management, Change Management, Configuration Management, and Release Management
Experience managing relationships, operating procedures, and service level agreements with clients and coworkers
Experience in test plan creation and execution
Experience implementing systems using Agile methodologies
Experience designing and implementing IT and Non-IT related process workflows, procedures, and technical standards

Business Analyst, ServiceNow

Key skills