Senior Functional Analyst

To support the success of a Technical Infrastructure and Platform Support project, the full-time Senior Functional Analyst will provide ownership of incident and service management in ServiceNow, mentor junior analysts, and translate business requirements into functional specifications while working remotely. Key responsibilities: Own assigned incidents end-to-end in ServiceNow, from ticket intake to resolution and customer follow-up Lead investigation and solution engineering for complex tickets, applying knowledge of application code and logic Mentor the Mid-Level Functional Analyst and help prioritize the ticket backlog to ensure timely closure Required qualifications: Bachelor's degree (BA/BS) with 8+ years of relevant experience in functional/business analysis and IT service management Proven experience managing the full incident lifecycle in ServiceNow, including Incident, Change Management, and Configuration/Release Management Strong troubleshooting skills with a focus on root-cause investigation of functionality issues Experience in software testing, including performance, regression, and integration testing Ability to gather functional, technical, and interface requirements and document Functional Specifications