ServiceNow Business Analyst

Job Description

Job Description

Benefits:

• Competitive salary

Location
Onsite: Tallahassee, FL

Experience Level
Senior Level (5+ Years Business Analysis, 3+ Years ServiceNow)

Position Overview
The ServiceNow Business Analyst will lead business analysis, requirements management, stakeholder engagement, and business process improvement activities supporting the agency's enterprise ServiceNow platform implementation. This role will serve as the primary liaison between business stakeholders, ServiceNow platform teams, implementation partners, and leadership to ensure business needs are effectively translated into scalable ServiceNow solutions.

The initial focus will be on Incident Management, Service Request Management, and Employee Center implementations , followed by ongoing support for additional ServiceNow capabilities including ITSM, Case Management, CMDB, CSDM, ITOM, Service Catalog, Reporting & Analytics, Platform Governance, Integrations, and Organizational Change Management.

Key Responsibilities
Business Analysis & Requirements Management

• Lead requirements gathering, analysis, validation, and documentation efforts.
• Facilitate stakeholder workshops, interviews, and discovery sessions.
• Develop business, functional, and non-functional requirements.
• Create user stories, use cases, process flows, and workflow documentation.
• Maintain requirements traceability throughout the project lifecycle.

ServiceNow Program Support

• Support implementation and enhancement of ServiceNow modules and capabilities.
• Collaborate with Product Owners, Platform Owners, architects, developers, and implementation partners.
• Validate that solutions align with business objectives and operational requirements.
• Participate in solution reviews, demonstrations, and stakeholder approvals.

Process Analysis & Improvement

• Analyze current-state business processes and identify improvement opportunities.
• Document future-state workflows and operational models.
• Recommend process improvements leveraging ServiceNow capabilities.
• Support continuous improvement initiatives.

Testing & Solution Validation

• Support system testing and User Acceptance Testing (UAT).
• Develop test scenarios and business validation criteria.
• Coordinate defect tracking and issue resolution.
• Ensure implemented solutions meet approved business requirements.

Change Management & User Adoption

• Support communications, training, and organizational adoption activities.
• Assist with knowledge transfer, process documentation, and stakeholder education.
• Partner with business units to support successful platform adoption.

Governance & Documentation

• Prepare and maintain: 
  • Business Requirements Documents
  • Functional Requirements
  • User Stories
  • Process Maps
  • Use Cases
  • Requirements Traceability Matrix
  • Meeting Documentation
  • Testing Artifacts
• Ensure compliance with departmental standards, policies, and procedures.

Required Qualifications

• Bachelor's degree in Information Technology, Business Administration, Computer Science, or related field, or equivalent experience.
• 5+ years of business analysis experience supporting enterprise technology initiatives.
• 3+ years supporting ServiceNow implementations or platform enhancements.
• Experience eliciting, documenting, validating, and managing requirements.
• Experience facilitating stakeholder workshops and requirements sessions.
• Experience documenting business processes, workflows, and functional specifications.
• Experience supporting testing, solution validation, and User Acceptance Testing (UAT).
• Strong written, verbal, analytical, and stakeholder management skills.

Preferred Qualifications

• Experience implementing multiple ServiceNow modules.
• Experience with: 
  • Incident Management
  • Service Request Management
  • Employee Center
  • ITSM
  • Case Management
  • CMDB
  • CSDM
  • ITOM
  • Reporting & Analytics
  • Service Portfolio & Catalog Management
• Experience with business process improvement methodologies.
• Experience supporting organizational change management and user adoption.
• Experience working in government or public-sector environments.
• CBAP, PMI-PBA, or equivalent certification.
• ServiceNow Certification(s).
• ITIL Foundation Certification.

Core Skills

• Business Analysis
• ServiceNow
• Requirements Management
• User Stories
• Process Mapping
• Workflow Analysis
• Functional Specifications
• Stakeholder Management
• Workshop Facilitation
• UAT Coordination
• Defect Tracking
• Business Process Improvement
• Organizational Change Management
• ServiceNow ITSM
• Employee Center
• CMDB
• CSDM
• ITOM
• ITIL
• Agile Methodologies