Sr. Business Analyst - ServiceNow

Atlas is a global strategic consulting firm focused on the life sciences industry. They are seeking an experienced Senior ServiceNow Business Analyst to support post-implementation stabilization and continuous improvement of the ServiceNow platform. The role involves collaborating with stakeholders to assess platform needs, document requirements, and enhance user experience.

Responsibilities:

• Partner with business stakeholders, product owners, developers, administrators, and support teams to identify ServiceNow enhancement opportunities and post-cutover issues
• Lead requirements-gathering sessions and translate business needs into clear, actionable user stories, acceptance criteria, process flows, and functional requirements
• Manage and refine the product backlog in collaboration with product owners and technical delivery teams
• Facilitate backlog grooming, sprint planning, story refinement, demos, retrospectives, and other agile ceremonies as needed
• Analyze production issues, process gaps, and user feedback related to the enterprise ServiceNow rollout and recommend practical solutions
• Support improvements to the Fuse portal, including navigation, user experience, service request workflows, catalog items, and knowledge content
• Work with technical teams to assess defects, clarify requirements, validate proposed solutions, and support resolution of issues introduced during cutover
• Coordinate user acceptance testing, including test scenario development, test execution support, defect tracking, and business sign-off
• Document current-state and future-state processes, workflows, business rules, data requirements, and system dependencies
• Collaborate with stakeholders to prioritize enhancements based on business value, user impact, technical complexity, and delivery timelines
• Support change management, communications, training, and adoption activities associated with platform enhancements
• Monitor delivered solutions to confirm they meet business requirements and identify opportunities for continued optimization
• Promote consistent business analysis, agile, and documentation standards across the ServiceNow program

Requirements:

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field, or equivalent professional experience
• Significant experience as a Business Analyst supporting enterprise technology platforms, digital transformation initiatives, or large-scale system implementations
• Hands-on experience creating agile user stories, acceptance criteria, process flows, business requirements, and functional documentation
• Strong experience working within agile delivery teams and participating in backlog refinement, sprint planning, testing, and release activities
• Demonstrated ability to work effectively with business stakeholders, product owners, developers, administrators, and technical architects
• Experience supporting post-production stabilization, defect remediation, platform optimization, or continuous improvement following a major system rollout
• Strong analytical, problem-solving, facilitation, and stakeholder-management skills
• Excellent written and verbal communication skills, with the ability to translate complex business needs into clear technical requirements
• Ability to manage multiple priorities and work effectively in a fast-paced, evolving post-implementation environment
• Availability for a contract engagement through the end of the year
• Experience with ServiceNow is strongly preferred
• Experience with ServiceNow IT Service Management, including incident, problem, change, request, knowledge, or service catalog processes, is a plus
• Experience supporting employee-facing portals or ServiceNow Employee Center environments is preferred
• Familiarity with Jira for backlog management, user story tracking, or agile delivery is a plus
• Familiarity with ServiceNow Now Assist or other generative AI-enabled ServiceNow capabilities is a plus