Business Analyst, ServiceNow Facilities Support

Business Analyst, ServiceNow Facilities Support

Our client seeks a Business Analyst to support ServiceNow Facilities operations during Phase Two of a Field Service Management initiative. The role will provide day-to-day business and systems support, troubleshoot work orders and invoicing, and analyze customized workflows across Field Service Management, Customer Service Management, and IT Service Management. The analyst will partner with facilities and support teams, ensure accurate transaction flow from service requests through invoicing, and assist with capital equipment ordering and inventory processes.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $60.00 to $70.00/hr. w2

Responsibilities:

• Provide day-to-day business and systems support for ServiceNow.
• Support ServiceNow Field Service Management integrated with Customer Service Management and IT Service Management.
• Understand and support the complete work order lifecycle, including service requests, work order and task creation, assignments, ticket completion, and invoice processing.
• Troubleshoot work orders, tickets, and invoicing problems.
• Investigate failed transactions and processes, including missing or incorrect information, incorrect coding or system data, incomplete submissions, and work orders not reaching invoicing.
• Support capital equipment ordering, including submissions, approvals, ordering and delivery, installation coordination, and invoice processing.
• Support inventory-related processes and investigate delayed or stuck transfer orders, purchase orders, and inventory transactions.
• Analyze customized business processes to identify issues within ServiceNow or supporting workflows.
• Communicate clearly in writing and verbally with facilities and support teams.
• Provide strong internal customer service to a facilities organization of approximately 1,800 employees.
• Assist with requirements gathering and discovery as needed.
• Work within a hybrid Agile and Scrum environment, with potential Jira usage during Phase Two.

Experience Requirements:

• Three to five years of relevant experience.
• Hands-on ServiceNow experience.
• Experience supporting ServiceNow business processes.
• Understanding of work orders, ticketing systems, and invoicing processes.
• Strong troubleshooting and analytical ability.
• Excellent written and verbal communication.
• Strong customer service skills.
• Ability to work effectively with different business and technical teams.
• Preferred: ServiceNow Field Service Management, Customer Service Management, and IT Service Management experience.
• Preferred: Facilities management or facilities systems experience; experience in convenience stores, restaurants, retail, or similar industry.
• Preferred: Oracle experience helpful.
• Preferred: Inventory and capital equipment ordering experience.
• Preferred: Agile or Scrum experience; Jira exposure.