Senior ServiceNow Business Analyst - SPM

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 ensuring alignment with organizational goals.

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