Business Analyst, ServiceNow Facilities Support

Description:
Remote

Our client seeks a Business Analyst to support ServiceNow Facilities operations during Phase Two of a Field Service Management initiative. The role will provide day-to-day business and systems support, troubleshoot work orders and invoicing, and analyze customized workflows across Field Service Management, Customer Service Management, and IT Service Management. The analyst will partner with facilities and support teams, ensure accurate transaction flow from service requests through invoicing, and assist with capital equipment ordering and inventory processes.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $60.00 to $70.00/hr. w2

JN -19

Responsibilities:

• Provide day-to-day business and systems support for ServiceNow.
• Support ServiceNow Field Service Management integrated with Customer Service Management and IT Service Management.
• Understand and support the complete work order process from service requests through invoicing.
• Troubleshoot work orders, tickets, and invoicing problems.
• Investigate failed transactions and processes, including data quality and coding issues.
• Support capital equipment ordering, approvals, delivery, installation, and invoicing.
• Support inventory-related processes and resolve delayed transfer and purchase orders.
• Analyze customized workflows to identify issues within ServiceNow or supporting processes.
• Communicate clearly with facilities and support teams.
• Deliver strong internal customer service to an organization of approximately 1,800 employees.
• Assist with requirements gathering and discovery as needed.
• Operate within a hybrid Agile and Scrum environment and use Jira during Phase Two as needed.

Experience Requirements:

• Three to five years of relevant experience.
• Hands-on ServiceNow experience.
• Experience supporting ServiceNow business processes.
• Understanding of work orders, ticketing systems, and invoicing.
• Strong troubleshooting and analytical ability.
• Excellent written and verbal communication.
• Strong customer service skills and collaborative approach.

Preferred

• ServiceNow Field Service Management, Customer Service Management, and IT Service Management experience.
• Facilities management or facilities systems background.
• Experience in convenience stores, restaurants, retail, or similar industries.
• Oracle familiarity.
• Inventory and capital equipment ordering experience.
• Agile or Scrum experience.
• Jira exposure.

Recruitment Transparency Notice



Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (, ) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
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About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

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