Technology Business Analyst

Holman is a family-owned, global automotive services organization serving automotive markets including fleet management, leasing, manufacturing, logistics, insurance, and retail automotive sales. The Technology Business Analyst will gather and manage requirements, design and improve ServiceNow solutions, support Agile delivery and testing, coordinate deployments, and drive stakeholder adoption and continuous platform improvement.

Responsibilities:

• Lead discovery sessions, workshops, and stakeholder interviews to understand business processes, challenges, and opportunities for improvement
• Gather, analyze, document, and validate business, functional, and technical requirements for ServiceNow enhancements and implementations
• Develop and maintain process maps, use cases, business requirements documents, user stories, acceptance criteria, workflow diagrams, and field mapping documentation
• Identify process gaps, inefficiencies, and opportunities to optimize workflows through ServiceNow capabilities and automation
• Partner with business stakeholders, architects, and development teams to define scalable, supportable, and user-focused solutions
• Evaluate solution alternatives and provide recommendations based on business value, user experience, platform capabilities, implementation complexity, and long-term maintenance considerations
• Facilitate discussions to balance stakeholder needs, technical constraints, budget considerations, and delivery timelines
• Support Agile and Scrum delivery processes, including backlog refinement, sprint planning, daily standups, sprint reviews, and retrospectives
• Create and manage Epics, Features, User Stories, and Acceptance Criteria to ensure development teams have clear and actionable requirements
• Collaborate with Product Owners and development teams to prioritize work, manage dependencies, and monitor progress against project milestones
• Maintain accurate project and sprint artifacts within Azure DevOps, ServiceNow Agile, or other project management tools
• Develop test plans, test scenarios, and validation criteria aligned with business requirements
• Coordinate System Integration Testing (SIT), User Acceptance Testing (UAT), and production readiness activities
• Document, track, and resolve defects while ensuring solutions meet business expectations and quality standards
• Facilitate stakeholder signoff and approval processes prior to deployment
• Support release planning and implementation activities for new functionality, enhancements, and platform updates
• Develop stakeholder communications, release notes, training materials, and "What's New" documentation
• Partner with business teams, support teams, and training resources to drive successful adoption of ServiceNow solutions
• Assist with transition planning and operational readiness activities to ensure sustainable support after deployment
• Build strong relationships across IT, Operations, and other business functions
• Communicate project status, risks, dependencies, and recommendations to leadership and stakeholders
• Influence decision-making through data-driven analysis and business case development
• Facilitate discussions between technical and non-technical audiences to drive alignment and achieve desired outcomes
• Identify opportunities to improve service delivery, user experience, and business processes through ServiceNow capabilities
• Assist with analysis and prioritization of enhancement requests, incidents, and operational support issues
• Stay current on ServiceNow capabilities, industry trends, Agile methodologies, and business analysis best practices
• Support continuous platform maturity through governance, standardization, and process optimization initiatives

Requirements:

• 2+ years of Business Analysis, or related experience
• Experience supporting enterprise applications, workflow platforms, or digital transformation initiatives
• Experience facilitating workshops, documenting requirements, testing, and supporting deployments
• Experience managing testing and QA process
• Experience working with both technical and business stakeholders on medium to large-scale projects
• Experience with ServiceNow ITSM or other ServiceNow product suites preferred
• Prior experience in Agile software development environments preferred