ServiceNow ITSM Technical Business Analyst

Job Title: ServiceNow ITSM Technical Business Analyst
Location: Lutz, FL
Shift: Standard Business Hours (Onsite 5 days then afterwards 4 days 1 remote)
Duration: 6 Months

Key Responsibilities

Requirements & Analysis

• Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements. (Critical)

• Translate high-level business needs into detailed, clear, and actionable User Stories and acceptance criteria for the development team. (Critical)

• Conduct gap analysis between current state processes and ServiceNow platform capabilities, recommending solutions that maximize out-of-the-box functionality.

• Define and document non-functional requirements (e.g., performance, security, data integrity).

**Understanding the business needs**

Solution Design & Implementation

• Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user-friendly solutions within the platform.

• Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.

• Support the configuration and customization of ServiceNow modules in partnership with technical teams.

• Actively participate in the Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives).

Testing, Training, & Support

• Develop comprehensive test plans, test cases, and execute/coordinate system integration testing (SIT).

• Facilitate and support User Acceptance Testing (UAT) with end-users and process owners, ensuring that the delivered solution meets all documented requirements.

• Create and maintain detailed documentation, including process maps, knowledge articles, and end-user training materials.

• Provide post-implementation support and address user feedback to drive continuous improvement.

Stakeholder Management & Process Improvement

• Serve as the primary liaison between IT process owners, end-users, and the technical delivery team.

• Facilitate working sessions and workshops to drive consensus and clarify requirements.

• Proactively identify opportunities for process optimization and automation within the ITSM landscape.

• Stay current with ServiceNow features, releases, and ITSM industry best practices.

Required Qualifications

• 2 years of experience as a Business Analyst, specifically focused on the ServiceNow platform. (Preferred 5yrs)

• Deep functional and technical knowledge of the ServiceNow ITSM suite, including:

• Incident Management

• Problem Management

• Change Management

• Service Catalog & Request Fulfillment

• Configuration Management Database (CMDB)

• Knowledge Management

• Solid understanding of ITIL framework and processes (certification is a plus).

• Proven experience working in an Agile/Scrum delivery model.

• Excellent analytical, problem-solving, and critical-thinking skills.

• Exceptional written and verbal communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders.

• Bachelor’s degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience.

Required Qualifications

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM.

• ITIL Foundation Certification (v3 or v4).

• Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM).

• Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow.

• Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules).