ServiceNow ITSM Engineer

The Systems Analyst is responsible for analyzing business requirements, evaluating existing systems, and designing technology solutions that improve business processes and operational efficiency. This role serves as the bridge between business stakeholders and technical teams, ensuring technology solutions align with organizational objectives while supporting business transformation, governance, and enterprise architecture initiatives. Key Responsibilities Business Analysis & Stakeholder Management:

• Gather, analyze, and document business and system requirements.
• Work with stakeholders at all levels, including senior leaders and executives, to understand business objectives, strategic initiatives, and process improvement opportunities.
• Support business unit managers in leveraging business architecture and product development artifacts to implement business plans.
• Help define business problems and recommend technology-driven solutions.
• Develop functional specifications, process flows, system documentation, and business architecture artifacts.
• Capture enterprise goals, business capabilities, organizational structures, data relationships, and business processes to support governance and traceability.

• Evaluate existing systems and recommend enhancements or new technology solutions.
• Analyze technical requirements and contribute to solution architecture and system design.
• Collaborate with developers, testers, project managers, and technical teams throughout the Software Development Life Cycle (SDLC).
• Participate in system design, configuration, integration, implementation, and deployment activities.
• Review solution designs for best practices, potential risks, and alignment with organizational standards.
• Create mapping documents and validate solution designs with Centers of Excellence (CoEs).

• Conduct system testing, User Acceptance Testing (UAT), defect tracking, and troubleshooting.
• Support system deployments and post-implementation activities.
• Coordinate issue resolution with technical teams.
• Ensure compliance with organizational standards, security policies, and regulatory requirements.
• Prepare training materials and support end-user adoption of new systems.

• Lead business and technology consulting engagements.
• Assess client business processes, IT environments, organizational structures, and technology landscapes.
• Develop business and technical architecture strategies based on business scenarios.
• Provide technology consulting recommendations and implementation guidance.
• Collaborate with client stakeholders to deliver consulting engagements and transformation initiatives.
• Engage with technology vendors to maximize product capabilities and solution value.

• Identify best practices, reusable assets, solution accelerators, and knowledge-sharing opportunities.
• Contribute to internal process improvements and practice development.
• Stay current with emerging technologies, industry trends, and product advancements.
• Build delivery capabilities for new technology solutions and assist in developing new service offerings.
• Create technical documentation, training materials, knowledge artifacts, white papers, and reusable project assets.

• Delivery of transformational business value.
• Utilization in billable roles.
• Customer satisfaction and feedback.
• Professional certifications achieved.
• Reusable components and solution accelerators developed for Centers of Excellence (CoEs).

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
• 3+ years of experience in Systems Analysis, Business Analysis, or a related IT role.
• Strong understanding of Software Development Life Cycle (SDLC) methodologies.
• Experience gathering, analyzing, and documenting business and technical requirements.
• Knowledge of databases, APIs, system integrations, enterprise applications, and business process analysis.
• Excellent analytical, problem-solving, communication, and stakeholder management skills.
• Proficiency with Microsoft Office, Visio, Jira, Azure DevOps, or similar collaboration and project management tools.

For applications and inquiries, contact:View email address on us.fitly.work