ServiceNow Process Analyst

Salary: $123,000 - 163,000 per year Requirements:

• We require 3+ years of ServiceNow ITSM experience.
• We are looking for experience supporting Service Catalog and Request Fulfillment initiatives.
• Strong skills in gathering requirements and documenting business processes are needed.
• Experience creating user stories and supporting Agile delivery teams is required.
• Excellent stakeholder management and communication abilities are essential.
• Experience facilitating workshops, discovery sessions, or design meetings is expected.
• Ability to work independently and proactively move work forward is important.
• Experience collaborating with offshore delivery teams is required.
• Preferred: ITIL Foundation Certification.
• Preferred: consulting or professional services experience.
• Preferred: exposure to ServiceNow Knowledge Management.
• Preferred: experience supporting enterprise-wide ServiceNow implementations.
• Preferred: familiarity with ITIL processes and ITSM best practices.
• Preferred: experience coordinating cross-functional teams in large organizations.

• We gather and document business requirements for new and existing service requests.
• We analyze and streamline service catalog offerings to reduce duplication and improve standardization.
• We facilitate workshops and discovery sessions with stakeholders.
• We design request fulfillment workflows and approval processes.
• We create user stories, process documentation, and functional requirements.
• We support implementation activities through testing, deployment, and go-live.
• We support modernization of Knowledge Management processes and governance.
• We assist in evaluating current knowledge structures and defining future-state solutions.
• We help drive automation for large-scale knowledge article migration initiatives.
• We document business requirements and process improvements.
• We partner with product owners, service owners, process owners, and business stakeholders.
• We lead working sessions and requirements workshops.
• We document decisions, risks, action items, and business requirements.
• We build consensus and align teams across the organization.
• We work closely with offshore ServiceNow development teams.
• We translate business needs into actionable user stories and functional specifications.
• We clarify requirements, respond to development questions, and review solution designs.
• We monitor progress and help ensure successful delivery of project objectives.
• We coordinate User Acceptance Testing (UAT).
• We review test scenarios and business test plans.
• We facilitate stakeholder participation during testing cycles.
• We assist with deployment readiness and implementation activities.

• Support
• ITIL
• ITSM
• ServiceNow
• AI
• LESS

More:

Kforce has a client in NYC seeking a ServiceNow Process Analyst. We offer comprehensive benefits for eligible employees, including medical, dental, and vision insurance, HSA, FSA, 401(k), and life, disability, and ADD insurance. Salaried personnel receive paid time off, and hourly employees may receive paid sick leave where required by law. This role is not eligible for bonuses, incentives, or commissions. We are an Equal Opportunity/Affirmative Action Employer, and we consider all qualified applicants without regard to protected characteristics.

last updated 34 week of 2026