ServiceNow Business Analyst

ServiceNow Business Analyst
Contract Length: 12+ months
Location: Remote, USA

Summary
This role sits at the center of a growing, complex ServiceNow environment, the kind of platform that touches nearly every corner of the organization. The ServiceNow Business Systems Analyst will bridge the gap between business teams and developers, translating real operational needs into solutions that work within the platform rather than around it. The work spans IT operations management, service management, employee experience, and strategic portfolio tools, with real influence over how the platform grows and matures over time. This is a role for someone who genuinely understands ServiceNow inside and out, who can earn trust across the organization, and who knows how to solve hard problems without immediately reaching for custom code.

Qualifications/Requirements:

• Deep, hands-on background in business analysis supporting the full software development lifecycle, comfortable in either Waterfall or Agile environments
• Strong command of ITIL service management practices and quality testing methodologies
• Skilled at facilitating requirements sessions with both business stakeholders and developers, then turning those conversations into documentation that holds up over time
• Able to apply data integration principles across solution design, data integrity, and reporting
• Experience building reports, dashboards, and visualizations that make sense of complex data
• A track record of solving problems within the platform's native capabilities rather than defaulting to heavy customization
• Genuine ServiceNow expertise that has earned the trust of end users and leadership alike
• Comfortable training others and explaining new concepts in a way that sticks
• SCRUM or Agile experience and ITIL certification a plus
• Experience administering and troubleshooting ServiceNow integrations, including service graph connectors and custom APIs
• Familiarity with both on-prem and cloud-hosted technology stacks
• Experience supporting a ServiceNow Maturity Model roadmap a plus
• Comfortable working with vendors on SaaS lifecycle management, patching, and vulnerability remediation a plus
• ServiceNow scripting experience, including JavaScript, Glide APIs, SQL, and related tools, a plus

Duties/Responsibilities:

• Keep business users and developers aligned across ITOM, ITSM, Employee Center, and Strategic Portfolio Management modules
• Lead requirements gathering sessions and translate findings into clear, durable documentation
• Identify genuine business needs and recommend solutions that work within existing platform capabilities whenever possible
• Support data integration efforts, ensuring accuracy and usability across reporting and analytics tools
• Build and maintain reports, dashboards, and visualizations that meet evolving business needs
• Act as a trusted advisor and subject matter expert for the ServiceNow platform
• Train end users and stakeholders on new functionality and platform concepts
• Support ongoing maturity, identifying opportunities for better adoption and expanded use
• Collaborate with vendors and technical teams on integrations, upgrades, and lifecycle management

Genius Road, LLC is proud to be a Certified Women's Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.