ServiceNow Mid Business Analyst

Accountabilities

• • Facilitate stakeholder workshops, conduct gap analyses, and translate business needs into structured Agile user stories with clear acceptance criteria.
  • Manage and prioritize business requirements while collaborating with developers, architects, and product owners to support backlog refinement and sprint planning.
  • Analyze and document functional requirements across ServiceNow modules such as ITSM, ITAM, ITOM, Employee Center Pro, SPM, IRM, SecOps, and related platforms.
  • Develop UAT test scenarios and scripts, coordinate testing groups, document results, and validate functionality before production deployment.
  • Support the end-to-end user adoption lifecycle by identifying adoption challenges and developing practical solutions to improve engagement.
  • Design and deliver interactive training sessions, both live and virtual, to help users effectively adopt ServiceNow applications and processes.
  • Create and maintain user-facing documentation, operational guides, knowledge articles, and other resources within the ServiceNow Knowledge Base.
  • Develop micro-learning materials such as quick-reference guides, instructional videos, and supporting documentation using tools such as Camtasia or Snagit.
  • Prepare communication plans, release notes, system announcements, and process-change communications tailored to non-technical stakeholders.
  • Act as a change agent by translating technical capabilities and system changes into clear, relatable information for business users.
  • Coordinate governance, delivery, and adoption activities across stakeholders to ensure requirements, testing, training, and implementation remain aligned.

  Requirements

  • 3–5 years of verifiable experience working as a Business Analyst or Administrator within the ServiceNow ecosystem.
  • At least 2 years of experience working within an Agile/Scrum delivery environment using modern project or work-management tools.
  • Bachelor’s degree or equivalent experience in Business, Information Systems, Computer Science, or a related discipline.
  • Strong understanding of business analysis practices, including requirements gathering, stakeholder workshops, gap analysis, user stories, acceptance criteria, and UAT.
  • Hands-on knowledge of ServiceNow modules, including ITSM, WSD, ITAM, ITOM, Employee Center Pro, SPM, IRM, and SecOps.
  • Experience collaborating with developers, architects, product owners, and other technical teams throughout the software delivery lifecycle.
  • Strong ability to communicate complex technical concepts in clear, accessible language for non-technical audiences.
  • Excellent written and verbal communication skills, with strong documentation and organizational abilities.
  • Practical understanding of change management, digital adoption, training delivery, and business process improvement.
  • Ability to manage multiple priorities, coordinate stakeholders, and maintain focus on delivery outcomes.
  • Familiarity with Camtasia, Snagit, or similar tools for creating instructional and micro-learning content is a plus.
  • U.S. citizenship is required.
  • Active Public Trust clearance or the ability to obtain one.

  Benefits

  • 15 paid time-off days.
  • 11 paid holidays.
  • Medical, dental, and vision insurance.
  • Short- and long-term disability coverage with 100% premium support.
  • 401(k) program with a 100% employer match on contributions of up to 4% of salary.
  • Annual performance bonuses.
  • Referral bonus opportunities.
  • Flexible work arrangements.
  • Comprehensive training and professional development programs.
  • Employee Assistance Program (EAP) supporting mental health and wellness.
  • Maternity and paternity leave.
  • Opportunities to grow skills through structured training and professional development.