SNOW Business Analyst

Description

We are looking for an experienced SNOW Business Analyst to support a long-term contract engagement with an education-focused organization in Cambridge, Massachusetts. This role will help drive a broad portfolio of ServiceNow initiatives, including new functionality launches, portal enhancements, reporting improvements, and workflow optimization across multiple departments. The position offers a collaborative environment, regular business hours, and the opportunity to contribute to high-impact platform initiatives with flexibility for primarily remote work.

Responsibilities:
Partner with stakeholders to gather, clarify, and document business needs for ServiceNow initiatives spanning IT, finance, research, and human resources.
Translate operational goals into actionable plans for platform enhancements, including dashboards, reporting solutions, workflow automation, and portal capabilities.
Support concurrent ServiceNow projects such as incident management, change management, and asset-related process improvements across hardware and software domains.
Coordinate and participate in user acceptance testing, validate outcomes, and help ensure readiness for frequent platform releases.
Build and refine reporting assets and dashboards that provide meaningful insight for business and technical teams.
Investigate and help resolve ServiceNow-related incidents while maintaining alignment with project timelines and service expectations.
Collaborate closely with a dedicated ServiceNow team on development, configuration, implementation, and optimization efforts.
Contribute to the rollout of new ServiceNow functions, including portal updates and incident management capabilities, while helping improve platform adoption and efficiency.

Requirements

5+ years of business analysis experience, including significant hands-on work with the ServiceNow platform.
Demonstrated project experience supporting ServiceNow implementations, upgrades, integrations, optimizations, or enterprise rollouts.
Strong understanding of ServiceNow ITSM processes such as incident, change, problem, or release management.
Experience eliciting requirements, performing gap analysis, and producing clear documentation for technical and business audiences.
Ability to create or guide reporting and dashboard solutions within ServiceNow based on stakeholder needs.
Familiarity with Agile Scrum delivery methods and the ability to work effectively across multiple active projects.
ServiceNow certifications, badges, or related platform credentials are highly preferred.
Strong communication and collaboration skills, with the ability to work in a primarily remote setting and attend onsite meetings in Cambridge, Massachusetts as needed.

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