head-huntress.com · 3 weeks ago
ServiceNow Business Analyst
United States
Full-time
Remote
Senior Level
$60/hr - $60/hr
5+ years expHead-huntress.com is supporting a confidential client in the search for a ServiceNow Business Analyst to partner with business stakeholders and technical teams to implement and optimize ServiceNow solutions. The role involves gathering and documenting business requirements, mapping processes, collaborating with developers, and providing training and support to ensure successful implementation and continuous improvement.
Staffing & Recruiting
Responsibilities
Partner with stakeholders to elicit, analyze, and document detailed requirements for ServiceNow solutions (including ITSM, ITOM, CSM, CMDB, and other modules)
Map current-state processes, identify gaps, and propose improved workflows leveraging ServiceNow
Collaborate with ServiceNow developers/architects to design solutions aligned to business objectives and ITIL best practices
Create user stories, process flows, use cases, and supporting documentation for configurations, customizations, and integrations
Assist with configuration activities (business rules, workflows, forms, reports, dashboards) to meet requirements
Coordinate and support UAT; ensure solutions meet business expectations prior to deployment
Maintain alignment on goals, timelines, risks, and deliverables across business and technical teams
Identify optimization opportunities based on feedback and performance metrics
Enable end-users through training and post-release support to drive adoption
Support communications and readiness for upgrades and enhancements
Qualification
Required
5+ years as a Business Analyst, including 3+ years focused on ServiceNow implementations and process automation
Strong knowledge of ITSM, ITOM, CSM, and CMDB
Proven ability to translate business needs into technical specifications; strong in user stories, workflows, and process documentation
Solid understanding of ITIL frameworks in the context of ServiceNow
ServiceNow Certified System Administrator (CSA) required
Preferred
Experience in Agile/Scrum environments (sprint planning, retrospectives, daily stand-ups)
Knowledge of ServiceNow integrations (REST/SOAP) and data management
Familiarity with ServiceNow CSM capabilities (Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement—email/chat/virtual agent) and optimizing customer service processes
Exposure to advanced features (Flow Designer, Virtual Agent, Performance Analytics)
Experience with data migration and integration projects involving ServiceNow
Understanding of cloud technologies (AWS, Azure) and how they integrate with ServiceNow
Company
head-huntress.com
"head-huntress.com" is a complete staffing and recruiting service that offers Customized Talent Search, Recruitment, and Candidate Placement for your company's unique hiring needs.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Irina Alexandru
Founder CEO
Company data provided by crunchbase