Senior ServiceNow Business Analyst – ITSM, Service Catalog & Service Desk Integration

• Lead end-to-end business analysis for ServiceNow ITSM implementations covering Incident Management, Problem Management, Change Management, Request Management, and Major Incident workflows across enterprise-scale environments.
• Elicit, document, and validate business requirements from IT operations, service desk, infrastructure, and business stakeholder groups; translate them into functional specifications, user stories, acceptance criteria, process maps, and data flow diagrams.
• Assess current-state ITSM processes, platform constraints, and operational pain points; recommend pragmatic improvements that balance business value, delivery risk, maintainability, and time to market.
• Design and configure ITSM solutions that maximize out-of-the-box ServiceNow capabilities, challenge unnecessary customization, and reduce technical debt in alignment with enterprise architecture standards.
• Lead the redesign and optimization of Request Management processes using Flow Designer, reusable sub-flows, dynamic approvals, and rules-based routing — establishing consistent patterns that support maintainability and catalog growth across 100+ to 200+ catalog items.
• Define and govern IT data security models including ACLs, user role assignments, and domain separation controls for multi-tenant or sensitive IT operations environments.
• Configure and maintain ITSM workflows, SLA policies, escalation rules, business rules, and notification frameworks aligned to ITIL best practices and organizational service commitments.

• Own end-to-end Service Catalog strategy, design, and governance — including catalog taxonomy, category structure, catalog item templates, variable sets, UI policies, and ordering guides that deliver a consistent, self-service-first employee and customer experience.
• Partner with IT, HR, Facilities, and Business Operations teams to onboard new catalog items, retiring manual request channels and driving adoption of the self-service portal.
• Establish catalog governance standards: naming conventions, item lifecycle management, ownership assignment, periodic review cadences, and retirement procedures that keep the catalog accurate and trustworthy at scale.
• Configure and optimize the Employee/Customer Self-Service Portal (Service Portal or Next Experience) to maximize catalog discoverability, request completion rates, and user satisfaction.
• Design and implement Agent Workspace configurations to streamline service desk agent productivity, case handling efficiency, and contextual data presentation for ITSM ticket resolution.
• Define fulfillment workflows, approval chains, and SLA commitments per catalog item category, ensuring each item is traceable from request submission through fulfillment and closure.
• Build and maintain catalog-level reporting and dashboards — covering request volumes, fulfillment cycle times, SLA adherence, and top-requested items — visible to appropriate stakeholder groups based on user access levels.

• Serve as the business analysis and functional lead for Service Desk integrations — governing bi-directional ticket synchronization, event correlation, and data exchange between ServiceNow and external platforms including legacy Service Desk tools (Remedy/BMC, BPPM), monitoring systems (SolarWinds, Splunk), and third-party ITSM applications.
• Define integration functional requirements covering: inbound event normalization, ticket creation triggers, field-mapping specifications, deduplication logic, sync failure handling, and retry/alerting procedures.
• Collaborate with integration architects to design reusable, upgrade-safe integration patterns using REST APIs, Scripted REST APIs, Integration Hub spokes, and MID Servers — ensuring reliability, auditability, and minimal production disruption.
• Lead cross-team coordination to resolve integration sync failures and transaction errors, targeting measurable reductions in failure rates and improving the stability of ticket flow between Service Desk and ITSM platform layers.
• Document integration specifications, data dictionaries, field-mapping matrices, and exception-handling procedures to a standard that supports ongoing operations and future upgrade impact analysis.
• Participate in Disaster Recovery (DR) planning, patching coordination, and tech bridge calls for critical ITSM and integration incidents, ensuring Service Desk continuity during platform events.

• Define business requirements for Event Management patterns that normalize and correlate monitoring alerts from SolarWinds, Splunk, and other infrastructure monitoring tools into actionable ServiceNow incidents, reducing alert noise and improving signal quality for operations teams.
• Partner with infrastructure and operations teams to configure alert rules, correlation definitions, and automated incident creation thresholds that align operational response with business impact.
• Support CMDB and Discovery design requirements where ITSM processes depend on accurate configuration item (CI) data — ensuring incident-to-CI relationships, change-to-CI impact analysis, and problem-to-CI root cause traceability are fit for purpose.
• Establish health indicators and CI lifecycle controls requirements that improve configuration data quality and support operational visibility for service desk and operations management teams.

• Partner with IT directors, service desk managers, infrastructure leads, compliance teams, and business relationship managers to align ServiceNow ITSM capabilities with organizational policy, regulatory requirements, and enterprise IT strategy.
• Present solution options, scope, dependencies, delivery estimates, risks, and trade-offs to program sponsors and executive stakeholders in clear, non-technical language — enabling informed decisions and establishing clear accountability.
• Facilitate requirements workshops, design reviews, sprint planning, UAT sessions, and change management activities to drive broad stakeholder alignment and adoption readiness before go-live.
• Represent BA interests in Technical Architecture Review forums, challenging over-engineering and advocating for platform-standard solutions that are maintainable, supportable, and upgrade-safe.
• Lead or co-lead Agile/Scrum delivery ceremonies: backlog grooming, sprint planning, retrospectives, and release readiness reviews — maintaining delivery momentum and clear team accountability across milestones.
• Mentor junior business analysts, functional consultants, and service desk subject matter experts through design reviews, root-cause analysis sessions, and structured knowledge transfer, building lasting team capability.

• Establish and enforce BA delivery standards — including requirements traceability matrices, functional design documents, use case documentation, and test case libraries — across all ITSM and Service Catalog workstreams.
• Lead upgrade impact analysis for ITSM customizations, integrations, ACLs, and critical catalog workflows, supporting controlled platform upgrades with regression readiness and minimal business disruption.
• Leverage Now Assist, Generative AI, and Conversational AI capabilities within ServiceNow to modernize service desk operations, reduce manual ticket handling, and improve first-contact resolution rates.
• Drive continuous improvement cycles informed by operational data — incident volumes, SLA breach patterns, change success rates, catalog abandonment rates, and agent productivity metrics.
• Configure and publish executive-level reports, operational dashboards, and homepages aligned to audience access levels and decision-making needs.

• 8+ years of overall ServiceNow platform experience, with a minimum of 5 years focused on ITSM implementations — covering Incident, Problem, Change, and Request Management in enterprise environments.
• Demonstrated, hands-on experience designing and governing enterprise Service Catalogs at scale (100+ to 200+ catalog items), including taxonomy design, Flow Designer workflows, dynamic approvals, and fulfillment routing patterns.
• Proven experience architecting or governing Service Desk integrations — including bi-directional ticket synchronization with platforms such as Remedy/BMC, BPPM, or equivalent — with measurable outcomes in failure rate reduction and operational stability.
• Working knowledge of ServiceNow integration technologies: REST APIs, Scripted REST APIs, Integration Hub, and MID Servers — sufficient to author integration specifications, validate designs, and lead troubleshooting triage.
• Proficiency with Flow Designer, approval workflow configuration, SLA framework, escalation rules, and business rule governance within an upgrade-safe delivery approach.
• Experience configuring Agent Workspace to optimize service desk agent productivity and case handling.
• Solid understanding of Event Management patterns and the integration of monitoring tools (SolarWinds, Splunk, or equivalent) into ServiceNow incident workflows.
• Working familiarity with CMDB and Discovery concepts as they relate to ITSM process data quality and CI relationship integrity.
• Strong requirements analysis skills — able to facilitate workshops, decompose complex ITSM processes into platform-ready designs, and produce well-structured user stories, functional specifications, and test cases.
• Experience operating within Agile/Scrum delivery frameworks: backlog management, sprint ceremonies, milestone planning, and release coordination.
• Excellent written and verbal communication — able to engage fluently with both platform architects and senior IT/business stakeholders.
• Demonstrated experience managing Dev → QA → SIT → UAT migration activities with disciplined environment management and regression testing practices.

• ServiceNow Certified System Administrator (CSA) — strongly preferred.
• ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM) — highly desirable.
• ServiceNow Certified Application Developer (CAD) or Architecture Excellence credential a plus.
• Familiarity with Now Assist, Generative AI, and Conversational AI features applied to ITSM and service desk use cases.
• ITIL v3 or ITIL 4 Foundation certification or equivalent practical knowledge of ITSM process frameworks.
• Scripting capability in JavaScript and Glide APIs sufficient to review, validate, and guide developer implementations without dependency on development resources for specification-level questions.
• Prior experience in large enterprise environments (pharma, financial services, healthcare, or technology) with high-volume ITSM operations and complex multi-tier Service Desk structures.
• Familiarity with Disaster Recovery coordination, patching management, and tech bridge participation during major incidents.
• Experience with ITSM reporting tools and building ServiceNow Reports, Dashboards, Homepages, Application Menus, and Modules aligned to user role and access level.
• Exposure to Agentic AI and MCP (Model Context Protocol) patterns within the ServiceNow Now Assist ecosystem for advanced ITSM automation scenarios.

• ITSM Process Mastery — deep command of Incident, Problem, Change, and Request Management processes; able to challenge non-standard approaches and guide teams to ITIL-aligned, platform-native solutions.
• Service Catalog Craft — understands what makes a catalog item trustworthy and usable at scale; governs taxonomy, fulfillment, and lifecycle with the same rigor applied to core ITSM processes.
• Integration Thinking — grasps the full data lifecycle across Service Desk, monitoring, and ITSM layers; anticipates field-mapping gaps, synchronization failure modes, and upgrade-induced regressions before they reach production.
• Stakeholder Influence — builds trust simultaneously with IT operations teams, service desk managers, platform architects, and business relationship managers; facilitates alignment across competing priorities.
• Governance Discipline — enforces naming standards, documentation requirements, out-of-the-box capability adoption, and upgrade-safe development patterns consistently across multi-team delivery programs.
• Agile Execution — maintains delivery momentum across sprint cycles through rigorous backlog management, defect prioritization, and release readiness discipline.
• Operational Data Orientation — uses SLA metrics, incident volumes, catalog usage data, and change success rates to identify and prioritize platform improvements with measurable business impact.
• Mentorship & Team Development — invests in junior analysts and functional consultants; structures knowledge transfer to build lasting capability across the delivery organization.

• Service Catalog fully governed: taxonomy documented, ownership assigned, and item lifecycle process established across all active catalog items.
• Service Desk integration stabilized — bi-directional ticket synchronization operating with a measurable reduction (target: 20%+) in transaction failure rate compared to baseline.
• ITSM SLA compliance improved, with on-time incident resolution rates increasing by 25%+ through improved routing, escalation design, and catalog fulfillment workflow optimization.
• Agent Workspace configured and adopted by service desk teams, with measurable improvement in agent handle time and case closure efficiency.
• Zero-defect sprint delivery sustained across 4+ consecutive sprints through design assurance, early defect detection, and rigorous UAT discipline.
• Full requirements traceability established and maintained for all active ITSM and Service Catalog workstreams.
• Operational dashboards published for IT leadership, service desk management, and business stakeholders — covering Incident, Change, Problem, and Catalog KPIs by user access level.