Position: ServiceNow Business Analyst
Location: Charlotte, NC (Onsite)
Contract: 06+ months
Job Description
Role Summary:
The ServiceNow Business Analyst acts as a bridge between business stakeholders and technical teams.
Key Responsibilities:
- Gather, analyze, and document business requirements for ServiceNow initiatives (BAU and enhancements)
- Translate requirements into clear user stories, acceptance criteria, and functional specifications
- Work with stakeholders to prioritize backlog items and manage scope expectations
- Participate in sprint planning, backlog grooming, demos, and retrospectives
- Support UAT planning, execution, defect triage, and sign off
- Maintain documentation: BRDs, user stories, process flows, SOPs, training materials
- ServiceNow Technical & Platform Responsibilities
- Possess hands on understanding of ServiceNow platform architecture
Understand how requirements map to:
- Tables, fields, relationships
- Forms, views, UI policies
- Workflows vs Flow Designer
- Business Rules, Client Scripts, Script Includes (conceptual level)
- Convert Business requirements to Functional Requirement documentation and collaborate with Dev/Lead Dev’s for Technical Design documentation.
- Design requirements that align with out of the box capabilities before customization
- Understand RITM → SCTASK lifecycle, fulfillment models, approvals, and SLAs
- Review and validate technical solution approaches proposed by developers
- Identify technical impacts, dependencies, and risks early in the lifecycle
- Ensure requirements are upgrade safe, scalable, and maintainable
- Support data related discussions (imports, CMDB impacts, integrations – conceptual)
- Collaboration & Governance
- Act as a single point of contact between business and technical teams
- Work closely with:
- ServiceNow Developers
- Lead Developer / Architect
- Product Owners / Scrum Master
- Help enforce BAU vs Project scope boundaries
- Participate in release planning and post release validation
- Support leadership with status updates, risks, and dependency tracking
Required Skills & Experience
- Core Experience
- 6–10+ years of experience as a Business Analyst, with ServiceNow focus
- Strong experience in Agile / Scrum delivery models
- Excellent stakeholder communication and documentation skills
- Experience working with US based customers / stakeholders preferred
- ServiceNow Technical Knowledge (Must Have)
- Strong understanding of ServiceNow core platform concepts
Functional knowledge of:
- ITSM (Incident, Problem, Change)
- Asset (HAM and SAM)
- CMDB
- Service Catalog & Request Fulfillment
- Application Portfolio Management
- Business Continuity Management
- SecOps (SIR and VR)
- Knowledge Management
- CMDB (conceptual understanding)
Ability to read and understand:
- User stories vs technical tasks
- Configuration vs customization
- Awareness of integrations (REST, MID Server – conceptual)
- Comfortable working with developers on technical feasibility discussions
Required Skills & Experience:
- 6–10+ years of ServiceNow Business Analyst experience
- Strong ITIL and ServiceNow platform knowledge
- Agile/Scrum delivery experience
- Strong stakeholder communication skills