ServiceNow Business Analyst
eCIFM Solutions
ServiceNow Business AnalystWe are seeking a dynamic and detail-oriented ServiceNow Business Analyst to join our innovative IT team. In this role, you will serve as a vital bridge between business needs and technical solutions, leveraging your expertise in ServiceNow platform management, solution architecture, and systems analysis. Your energetic approach will drive the successful implementation and optimization of ServiceNow workflows, ensuring seamless integration with existing IT infrastructure and enterprise systems. This position offers an exciting opportunity to influence digital transformation initiatives and enhance operational efficiency across the organization.Key ResponsibilitiesGather, document, and validate business and technical requirements from stakeholdersConduct stakeholder interviews, workshops, and discovery sessionsTranslate business needs into functional specifications, user stories, and process flowsAnalyze existing business processes and recommend improvements using ServiceNow capabilitiesDevelop current-state and future-state workflow documentationSupport implementation and enhancement of ServiceNow modules including but not limited to Public Sector Digital Services (PSDS), IT Operations Management (ITOM), Configuration Management DataBase (CMDB), Workspace Service Delivery (WSD), Integrated Risk Management (IRM) and Asset ManagementServe as primary liaison between business users and technical development teamsParticipate in Agile/Scrum meetings including sprint planning and backlog refinementCreate User stories and acceptance criteriaIdentify opportunities for automation and operational efficiencyRecommend ServiceNow best practices and governance standardsDevelop and execute User Acceptance Testing (UAT) plansDocument defects and coordinate issue resolutionEnsure successful implementation and user adoptionQualifications3–5 years of Business Analyst experience in IT environments2+ years of hands-on experience working with the ServiceNow platformStrong understanding of ITIL processes and IT service management principlesExperience gathering and documenting business requirementsExperience working in Agile/Scrum environmentsStrong analytical and problem-solving skillsExcellent written and verbal communication skillsServiceNow certifications (CSA, CIS-ITSM, CAD, or similar) preferredBusiness Analyst certifications (IIBA, PMI-PBA, ECBA, or similar) preferredITIL Foundation Certification preferredWork Location: Remote
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