Servicenow BA

ServiceNow Business Systems Analyst

The ServiceNow Business Systems Analyst plays a strategic role in translating complex business needs into scalable, governed ServiceNow solutions across the enterprise. This role serves as a trusted partner to senior business stakeholders and works closely with ServiceNow Product Owners, Platform teams, and Delivery partners to ensure business demand is clearly articulated, well-prioritized, and aligned with platform strategy and enterprise standards.

The role will operate with a high degree of autonomy, lead complex discovery efforts, influence solution direction, and ensure delivered outcomes drive measurable business value while maintaining the long-term health and integrity of the ServiceNow platform.

Key Responsibilities

• Strategic Business Engagement
• Serve as a primary point of contact for business stakeholders, owning end-to-end requirement discovery for complex or cross-domain initiatives.
• Lead structured discovery sessions to understand business objectives, operational pain points, risks, and desired outcomes.
• Provide thought leadership to business partners on how they can leverage ServiceNow capabilities to simplify processes and improve efficiency.
• Requirement Translation & Communication
• Bridge communication between business stakeholders and ServiceNow Product, Platform, and Engineering teams.
• Translate business needs into clear, actionable functional requirements, user stories, and acceptance criteria.
• Anticipate downstream impacts across data, integrations, reporting, and operating processes.
• Solution Alignment
• Work closely with ServiceNow Product Owners to support backlog readiness, refinement, and prioritization.
• Partner with ServiceNow Product & Platform teams to ensure proposed solutions:
• Align to out-of-the-box ServiceNow capabilities.
• Meet enterprise governance, security, and compliance standards.
• Consider long-term platform sustainability.
• Support solution evaluation by assessing business tradeoffs, risks, and value considerations.
• Delivery Lifecycle Leadership
• Act as the business subject matter expert throughout the delivery lifecycle, from intake through UAT and deployment.
• Participate in Agile ceremonies, providing clarity on business intent and validating delivered functionality.
• Manage scope, dependencies, and expectation alignment across stakeholders.
• Process Improvement & Governance
• Document current-state and future-state business processes and workflows.
• Identify opportunities to streamline, standardize, and optimize business processes using ServiceNow.
• Contributes to improving intake models, requirement standards, and governance processes.

Must-Have Qualifications

• 8–12+ years of experience as a Business Systems Analyst in enterprise technology environments.
• 5+ years of hands-on experience working with ServiceNow, operating in a functional or techno-functional capacity across one or more modules (e.g., CMDB, ITSM, ITOM, ITAM, HRSD, CSM).
• Deep understanding of CMDB and CSDM with data quality and business rules enhancements.
• Experience in defining Resiliency boundaries in CMDB.
• Proven ability to engage and influence senior business stakeholders.
• Deep understanding of ServiceNow concepts, including workflows, data structures, roles, integrations, and reporting.
• Exceptional written and verbal communication skills, with the ability to convey complex ideas clearly and concisely.

Required Qualifications

• Experience operating within Agile delivery models.
• Strong analytical and structured problem-solving abilities.
• Demonstrated ability to manage competing priorities and ambiguity.
• Experience producing high-quality artifacts, including:
• Business and functional requirements
• User stories and acceptance criteria
• Process flows and impact assessments.

Preferred Certifications

• Certified Business Analysis Professional (CBAP) or PMI-PBA – Preferred
• ServiceNow Certified Services Administrator (CSA) – Plus

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.