Business Analyst III Systems

Role: Business Analyst III Systems (Service Management Organization)

Location:
Hybrid preferred for candidates near Denver or Minneapolis (Tues/Wed/Thurs typical ).
Remote acceptable for strong candidates.




Overview
This position supports the Service Management organization with three openings across:
ServiceNow Team
Process Team
Newly formed department within Service Management




The Business Analyst (BA) will act as the conduit between business needs and technology solutions, particularly focused on work within the ServiceNow platform and ITIL aligned service management processes.




Core Responsibilities

Business Analysis

• Requirements Elicitation
• Business Process Analysis
• User Story Development
• Acceptance Criteria Development
• Current-State / Future-State Assessments
• Value Stream Analysis

Stakeholder Management

• Executive Communication
• Facilitation & Negotiation
• Relationship Management
• Conflict Resolution
• Influencing Without Authority

Product & Delivery

• Agile Methodologies
• Backlog Management
• Product Delivery Lifecycle
• Governance Processes
• Change Management

ServiceNow Expertise

• Broad understanding of ServiceNow platform capabilities and architecture
• Ability to align business needs with platform functionality
• Knowledge of Service Catalog, BCM, SecOps, HRSD, ITSM, and Automation capabilities
• Understanding of platform governance and best practices

Preferred Qualifications

• Business Analyst Certification
• ITIL Foundation Certification
• ServiceNow Business Analyst Certification
• Agile or Scrum Cert

1. Relationship & Stakeholder Management
Partner closely with business areas and stakeholders to understand needs and represent them during planning.




2. Requirements & Process Analysis
Perform requirements gathering with business users.
Analyze business processes, challenges, gaps, and desired outcomes.




3. Solution Delivery
Support intake process for new requests.
Translate business needs into actionable requirements for ServiceNow or process teams.
Facilitate sessions, document requirements, and provide demos or supporting materials.
Ensure solutions meet user experience and operational performance expectations.




4. Operational Support
Monitor solution performance and assess process/system health.




5. ServiceNow Expertise

• Broad understanding of ServiceNow platform capabilities and architecture
• Ability to align business needs with platform functionality
• Knowledge of Service Catalog, BCM, SecOps, SPM, HRSD, ITSM, and Automation capabilities
• Understanding of platform governance and best practices

6. Lifecycle Responsibilities
Engage across full lifecycle: requirements, design, testing, implementation, and post go live support.




Day to Day Expectations
Engage with business users submitting requests.
Clarify needs, gather requirements, and collaborate with process owners.
Work with developers/technical teams to translate and validate requirements.




Desired Skills & Resume Keywords
ServiceNow experience
ITIL knowledge or certification
Service Management / ITSM experience
Requirements gathering & process analysis
Project coordination or project management exposure (PMP not required)
Ability to translate business needs into technical requirements




Interview Screening Guidance
Hiring manager suggests screening for:
Specific examples of partnering with business stakeholders to gather and translate requirements.
Experience working across both business and technical teams.
Demonstrated understanding of service management environments.




Education Requirements
No formal degree requirement.
Relevant certifications (ServiceNow, ITIL) are beneficial.