Senior Business Analyst – Product Analyst, ServiceNow Platform

Role Overview

• Lead structured discovery efforts with business partners, stakeholders, and end users to identify true business needs, pain points, and desired outcomes
• Facilitate workshops, interviews, and working sessions that drive alignment, clarity, and prioritization
• Serve as the primary owner of requirements elicitation and validation across initiatives
• Challenge assumptions and guide stakeholders toward scalable, platform-aligned solutions with a configuration-first mindset
• Partner closely with the Product Owner (who serves as the Scrum leader and owns the backlog) to define, refine, and prioritize work
• Own the development of high-quality user stories, epics, and acceptance criteria that are clear, testable, and aligned to business objectives
• Translate complex business processes into structured, developer-ready requirements tailored to ServiceNow capabilities
• Actively participate in backlog grooming and sprint planning, ensuring stories are ready for development
• Drive requirements aligned to key ServiceNow modules, including ITSM, CSM/SOM, and App Engine/App Builder
• Collaborate with ServiceNow developers to ensure requirements are feasible, efficient, and aligned to platform best practices
• Serve as the connective layer between business intent and technical delivery
• Provide ongoing clarification and support to developers throughout the sprint lifecycle
• Identify gaps, dependencies, and risks early, and proactively address them
• Ensure delivered solutions meet acceptance criteria and business expectations
• Operate within an Agile framework, supporting 2-week sprint cycles and standard Scrum ceremonies
• Utilize Azure DevOps to manage user stories, backlog items, and delivery tracking
• Establish and uphold standards for requirements quality, documentation, and traceability
• Contribute to continuous improvement of discovery, intake, and delivery processes within the PMO

Requirements

• 5+ years of experience in Business Analysis, Product Analysis, or similar roles in a technology delivery environment
• Demonstrated experience supporting ServiceNow implementations or custom application development on the platform
• Familiarity with core ServiceNow modules such as ITSM, CSM/SOM, and App Engine/App Builder
• Strong experience working in Agile environments, including backlog management, sprint planning, and story writing
• Proven ability to lead discovery efforts and influence stakeholders across business and technology teams
• Experience using Azure DevOps (or similar tools) for backlog and work item management
• Excellent facilitation, communication, and critical thinking skills

Tech Stack

• Azure
• ITSM
• ServiceNow

Benefits

• Competitive compensation package, including base salary and performance-based bonus opportunities
• 401(k) plan with 100% company match up to 4%
• Comprehensive health coverage: medical, dental, vision, HSA, and FSA options
• Generous paid time off: 20 days PTO, company holidays, and sick time
• Paid parental leave
• Company-paid life insurance and disability coverage
• Employee Assistance Program (EAP): mental health, financial, and wellness support
• Professional development: tuition reimbursement and growth opportunities
• Commuter and transit benefits