ServiceNow Business Analyst

Job Summary

We are seeking an experienced ServiceNow Business Analyst to act as a bridge between business stakeholders and technical teams. This role focuses on gathering requirements, process optimization, and supporting ServiceNow implementations aligned with business objectives and ITIL best practices.

Location: Chandler, AZ
Employment Type: Contract
Duration: 6+ Months
Eligibility: Only local Arizona candidates may apply

Key Responsibilities

Requirements & Analysis

• Gather, analyze, and document business requirements for ServiceNow modules including ITSM, ITOM, CSM, and CMDB

• Translate business needs into clear functional and technical requirements
  

Process Mapping & Solution Design

• Analyze current business processes and recommend ServiceNow-based improvements

• Collaborate with developers and architects to design effective solutions
  

Documentation & User Stories

• Create user stories, use cases, workflows, and process documentation

• Support configuration of forms, workflows, reports, and dashboards
  

Testing & Deployment Support

• Coordinate and support User Acceptance Testing (UAT)

• Ensure solutions meet business expectations prior to deployment
  

Stakeholder & Change Management

• Communicate project status, risks, and timelines with stakeholders

• Support change management for upgrades and enhancements
  

Training & Continuous Improvement

• Provide end-user training and post-implementation support

• Identify opportunities to optimize ServiceNow processes and features

Required Qualifications

Experience

• 5+ years as a ServiceNow Business Analyst

• 3+ years focused on ServiceNow implementations and automation
  

ServiceNow & ITIL Knowledge

• Strong understanding of ITSM, ITOM, CSM, and CMDB

• Solid knowledge of ITIL frameworks and process mapping
  

Business Analysis Skills

• Expertise in requirement gathering, process modeling, and documentation

• Strong communication, facilitation, and stakeholder management skills
  

Certifications (Required)

• ServiceNow Certified System Administrator (CSA)
  

Preferred Qualifications

• Experience in Agile/Scrum environments

• Knowledge of ServiceNow integrations (REST/SOAP)

• Familiarity with CSM, Flow Designer, Virtual Agent, and Performance Analytics

• Exposure to data migration and cloud platforms (AWS, Azure)