Job title: - ServiceNow ITSM Technical Business Analyst
Location: - Tampa, FL 33607 – ONSITE JOB
Duration: - 06 Months (Possible for Extension)
Job Description: -
- Minimum of 6 years of direct experience performing the Duties and Responsibilities of this position.
- The ServiceNow ITSM Technical Business Analyst (BA) is the critical link between the business stakeholders and the technical development team, focusing on the ServiceNow IT Service Management (ITSM) suite.
- This role is responsible for eliciting, analyzing, documenting, and validating requirements for new features, enhancements, and process improvements across core ITSM modules (e.g., Incident, Problem, Change, Service Catalog, CMDB).
- The ideal candidate combines a strong understanding of ITIL processes with hands-on technical proficiency in the ServiceNow platform.
Key Responsibilities:
Requirements & Analysis:
- Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements.
- Translate high-level business needs into detailed, clear, and actionable User Stories and acceptance criteria for the development team.
- Conduct gap analysis between current state processes and ServiceNow platform capabilities, recommending solutions that maximize out-of-the-box functionality.
- Define and document non-functional requirements (e.g., performance, security, data integrity).
Solution Design & Implementation:
- Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user-friendly solutions within the platform.
- Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.
- Support the configuration and customization of ServiceNow modules in partnership with technical teams.
- Actively participate in the Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives).
Testing, Training, & Support:
- Develop comprehensive test plans, test cases, and execute/coordinate system integration testing (SIT).
- Facilitate and support User Acceptance Testing (UAT) with end-users and process owners, ensuring that the delivered solution meets all documented requirements.
- Create and maintain detailed documentation, including process maps, knowledge articles, and end-user training materials.
- Provide post-implementation support and address user feedback to drive continuous improvement.
Stakeholder Management & Process Improvement:
- Serve as the primary liaison between IT process owners, end-users, and the technical delivery team.
- Facilitate working sessions and workshops to drive consensus and clarify requirements.
- Proactively identify opportunities for process optimization and automation within the ITSM landscape.
- Stay current with ServiceNow features, releases, and ITSM industry best practices.
Required Qualifications:
- 6 + years of experience as a Business Analyst, specifically focused on the ServiceNow platform.
Deep functional and technical knowledge of the ServiceNow ITSM suite, including:
- Incident Management
- Problem Management
- Change Management
- Service Catalog & Request Fulfillment
- Configuration Management Database (CMDB)
- Knowledge Management
- Solid understanding of ITIL framework and processes (certification is a plus).
- Proven experience working in an Agile/Scrum delivery model.
- Excellent analytical, problem-solving, and critical-thinking skills.
- Exceptional written and verbal communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
- Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience.
Preferred Qualifications:
- ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM.
- ITIL Foundation Certification (v3 or v4).
- Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM).
- Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow.
- Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules).
#IRI-IT
Job Type: Contract
Benefits:
- 401(k)
- Dental insurance
- Health insurance
Work Location: In person