ServiceNow Business Analyst II - MUST SIT IN EST

ServiceNow Business Analyst II - MUST SIT IN EST

We have a 12 month contract to hire for a Business Systems Analyst II with 2–4 years of experience supporting business and technical intake processes, who excels at translating business needs into clear, standards‑aligned technical requirements within an Agile environment. They bring hands‑on ServiceNow experience, strong process design and documentation skills, and the ability to manage competing priorities while meeting SLAs and providing high‑quality support to both business and IT stakeholders. 100% Remote.

Shift: 9-5pm EST

MUST HAVES

• Bachelor’s Degree
• Service Now ticketing or hands on experience with the platform
• Experience supporting business and technical intake processes in an IT, product, or platform environment
• Strong ability to translate business needs into clear technical requirements within defined standards
• Experience writing user stories with acceptance criteria and supporting documentation in an agile setting
• Experience working with custom ServiceNow applications or enhancements beyond out‑of‑the‑box ITSM
• Hands‑on experience supporting UAT and functional testing, including defect tracking and resolution
• Experience documenting business process flows and mapping them to system workflows or platform capabilities
• Ability to operate with moderate oversight, manage competing priorities, and follow defined SLAs
• Strong written communication skills to produce clear, reusable procedures and end‑user documentation
• Analytical skills to query, interpret, and use metrics for operational reporting and process improvement
• Familiarity with process standardization, intake qualification models, or SLA definition
• Ability to facilitate working sessions with business and IT stakeholders to refine requirements

Preferred Experience

• Experience supporting architectural review or governance‑driven intake processes
• Experience supporting integration testing (SIT) or workflows involving external systems
• Working knowledge of ITIL, SDLC, or solution delivery governance concepts
• Experience supporting pre‑production and production hypercare for business users
• Exposure to metrics dashboards or reporting tools (ServiceNow reporting, Power BI, SQL, etc.)
• Prior experience in high‑volume, multi‑intake environments with competing priorities
• Experience performing quality assurance and completeness reviews for technical or process documentation
• Ability to guide end users through intake, approval, and fulfillment workflows with strong customer service skills
• Experience creating job aids, playbooks, or standard operating procedures for non‑technical users

About this Role

Support IT Solution Delivery Enablement across two intake channels with a defined split.

Key Responsibilities

• 30% – Service Design Intake, QA, and End‑User Support
• Manage intake and perform quality assurance of submitted technical system design documentation prior to architectural review and approval.
• Validate submissions for completeness, accuracy, and alignment with Service Design and governance standards.
• Guide end users through intake and fulfillment workflows, including RITMs, and provide high‑quality customer support.
• Coordinate meetings between submitters and reviewing or approving entities.
• Provide ad‑hoc training or guidance to improve submission quality and reduce rework.
• 70% – IDEAS Portal Business and Technical Process Design
• Own and execute IDEAS Portal intake focused on business and technical process design that supports business users.
• Standardize intake criteria to clearly capture business intent, scope, and desired outcomes.
• Define and document business requirements and translate them into technical requirements that enable platform and process enhancements.
• Apply objective qualification criteria to determine readiness for business requirements gathering.
• Design and document business process flows and map them to system workflows, features, and ServiceNow platform capabilities.
• Write user stories with acceptance criteria, test cases, and supporting documentation to enable agile delivery.
• Support testing activities including UAT, functional, regression, SIT, smoke testing, and defect management.
• Provide pre‑production and production support, including hyper‑care and technical troubleshooting for end users.
• Query and analyze metrics to support SLAs, reporting, and continuous process improvement.
• Develop clear, reusable procedures and documentation that can be standardized and easily consumed by business users.

Performance

Meet intake and quality assurance SLAs across both Service Design and IDEAS Portal. Meet customer service and responsiveness targets. Meet overall ticket progression and approval SLAs. Deliver high‑quality, standards‑aligned business and technical requirements. Reduce rework and cycle time through improved intake and process standardization.

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology

Industries

• Staffing and Recruiting

Benefits

• Medical insurance
• Vision insurance
• 401(k)