Jobs via Dice · 4 months ago
ServiceNow Analyst: ITSM reqs gathering/documentation for config / customization + support + reporting
United States
Full-time
Remote
Entry, Mid Level
$75K/yr - $85K/yr
2+ years expKORE1 is a nationwide provider of staffing and recruiting solutions, currently seeking a ServiceNow Analyst to bridge the gap between business stakeholders and the technical ServiceNow development team. This role involves gathering requirements, evaluating business processes, and ensuring that ServiceNow solutions align with organizational needs while focusing on user experience and process improvement.
Computer Software
No H1B
Responsibilities
Collaborate with business units to capture and document requirements for ServiceNow modules
Translate business needs into clear functional and technical requirements
Identify process gaps and recommend ServiceNow solutions or enhancements
Develop process maps, workflows, and user stories to ensure business processes are logical and efficient
Evaluate existing processes and recommend ServiceNow-enabled improvements
Ensure workflows align with ITIL and organizational best practices
Support ServiceNow configurations, including forms, fields, lists, workflows, and reports
Assist with testing, validation, and rollout of new features and enhancements
Provide Tier 2/3 support for ServiceNow related incidents and issues
Review and refine ServiceNow interfaces for usability and consistency
Conduct training sessions, create documentation, and support end-user adoption
Partner with stakeholders to ensure solutions meet both technical and business expectations
Maintain documentation of business requirements, process flows, and configuration changes
Support governance processes by ensuring compliance with established standards and frameworks
Develop and deliver reports, dashboards, and KPIs within ServiceNow to track performance
Qualification
Required
ServiceNow Certified System Administrator or Business Analyst certification
Bachelor's degree in information systems, Business, or related field (or equivalent experience)
2-5 years of experience as a Business Analyst or Systems Analyst, ideally within ITSM or enterprise applications
ServiceNow platform knowledge (configuration & workflows)
Experience working with ServiceNow (Incident, Problem, Change, CMDB, Knowledge, Request, or other modules)
Requirements gathering & documentation
User story creation & backlog management
Strong skills in process mapping, documentation, and stakeholder communication
Business process analysis & improvement
Testing & validation support
Provide Tier 2/3 support for ServiceNow related incidents and issues
Strong communication & stakeholder management
Familiarity with ITIL processes and IT service management best practices
Ability to work across technical and non-technical teams
Ability to develop & deliver reports, dashboards, & KPIs within ServiceNow to track performance
Company
Jobs via Dice
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0-1 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase