ServiceNow Business Analyst

STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally. The ServiceNow Business Systems Analyst will support the expansion of an enterprise ServiceNow environment by gathering requirements, designing scalable Service Portal and Service Catalog solutions, coordinating testing and deployments, and onboarding business units.

Responsibilities:

• Lead requirements discovery and analysis for ServiceNow Service Portal, Service Catalog, Workplace, ITSM, and related platform capabilities
• Partner with business stakeholders and technical teams to understand current-state processes, identify gaps, and design scalable future-state solutions
• Gather requirements for portal experiences, catalog items, request forms, workflows, approvals, knowledge content, navigation, search, and user-facing functionality
• Support the configuration and continued establishment of the ServiceNow environment as new capabilities and business units are introduced
• Facilitate onboarding of new business units into the ServiceNow instance, including process discovery, requirement alignment, workflow standardization, and rollout planning
• Conduct Employee Center discovery and readiness activities, including stakeholder interviews, persona identification, content and service requirements, information architecture, and implementation recommendations
• Translate business needs into epics, user stories, functional requirements, process flows, wireframes, mockups, and detailed acceptance criteria
• Work with ServiceNow Product Managers, developers, architects, and implementation partners to confirm that proposed solutions are technically feasible and aligned with platform best practices
• Identify opportunities to use out-of-the-box ServiceNow functionality, reduce unnecessary customization, and improve the consistency and maintainability of the platform
• Document current-state and future-state processes, workflows, business rules, dependencies, risks, constraints, and integration requirements
• Create and maintain functional design documentation for Service Portal, Service Catalog, Employee Center readiness, and related ServiceNow enhancements
• Support integrations between ServiceNow and enterprise applications, data sources, identity platforms, and other business systems
• Lead or support test strategy, test-case development, functional testing, system integration testing, regression testing, and user acceptance testing
• Validate configured stories against requirements and acceptance criteria, document defects, and coordinate resolution with development teams
• Support release planning, production migration, deployment validation, and post-production stabilization
• Develop reports, dashboards, user guides, job aids, training materials, demonstrations, and onboarding documentation
• Support organizational change management by clearly communicating the future-state solution, business impacts, and adoption requirements
• Participate in Agile ceremonies, backlog refinement, sprint planning, demonstrations, retrospectives, and Program Increment planning as applicable
• Provide visibility into project risks, dependencies, roadblocks, decisions, and recommended resolutions

Requirements:

• 4+ years of experience working with ServiceNow and enterprise IT service management platforms
• 3+ years of business systems analysis in an enterprise software environment
• Hands-on experience supporting greenfield (net-new) ServiceNow Service Portal and Service Catalog initiatives
• Experience gathering requirements for catalog items, record producers, request forms, workflows, approvals, knowledge content, and portal user experiences
• Experience writing epics, user stories, functional requirements, process flows, and measurable acceptance criteria
• Experience creating wireframes, mockups, process diagrams, and functional design documentation
• Strong understanding of ServiceNow ITSM capabilities, including Incident, Problem, Change, Request, and Knowledge Management
• Experience supporting ServiceNow platform configuration, enhancements, testing, releases, and production deployments
• Experience onboarding new departments or business units into an existing enterprise ServiceNow environment
• Experience developing test plans and executing functional, regression, system integration, and user acceptance testing
• Ability to translate complex business requirements into practical, scalable ServiceNow solutions
• Understanding of platform governance, configuration standards, and the importance of minimizing unnecessary customization
• Strong facilitation, stakeholder-management, analytical, written communication, and documentation skills
• Ability to work effectively with business leaders, product managers, developers, architects, testers, and external implementation partners
• Ability to manage multiple workstreams, priorities, dependencies, and stakeholder groups within an Agile delivery environment
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or related ServiceNow certification
• Experience with ServiceNow Employee Center, Employee Center Pro, or similar enterprise employee-service experiences
• Experience conducting Employee Center discovery, readiness assessments, persona analysis, content planning, information architecture, or implementation requirements
• Experience transitioning users or services from a legacy Service Portal experience to Employee Center
• Experience with Workplace Service Delivery or enterprise workplace-service workflows
• Familiarity with ServiceNow Automated Test Framework
• Familiarity with ServiceNow integrations, IntegrationHub, REST APIs, identity management, or enterprise data integrations
• Experience working with large global or multinational organizations
• ITIL 4 certification or equivalent practical experience