Technical Business Analyst - ServiceNow

Randstad Digital Americas is seeking a Technical Business Analyst to support the ServiceNow implementation and ensure project timelines are met. This role involves collaborating with stakeholders to develop service requests, leading ITSM module configurations, and providing ongoing platform support.

Responsibilities:

• Collaborate with business stakeholders to gather requirements; design, build, and test automated service requests and workflows within the ServiceNow Service Catalog
• Lead the functional configuration of ITSM modules (Incident, Problem, Change, and Request), ensuring all system changes follow authorized governance workflows
• Provide expert-level support and maintenance for implemented modules, ensuring system performance aligns with agency service delivery standards
• Develop and maintain comprehensive documentation for system configurations, process flows, and user guides to ensure long-term platform sustainability

Requirements:

• 3 years of experience configuring ServiceNow ITSM modules, building Service Catalog items, and designing workflows using Flow Designer
• 3 years of experience translating non-technical business needs into detailed technical specifications and managing the lifecycle from discovery through UAT
• 3 years of experience with ITSM and ITIL frameworks
• 3 years of experience with technical writing and documentation, including Functional Requirement Documents (FRD) and Standard Operating Procedures (SOPs)
• Experience integrating ServiceNow with technical solutions such as Dynatrace, Jira, or Tenable
• Experience with additional modules like Enterprise Architecture (EA), Security Operations (SecOps), Software Asset Management (SAM), or Hardware Asset Management (HAM)
• Strong understanding or experience working within ITIL v3 or v4 frameworks