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Talentsearchpro · 1 day ago

ServiceNow Business Analyst (ITSM, ITOM, CSM, and CMDB)

Chandler_AZ

Full-time

Hybrid

Senior Level

5+ years exp

Talentsearchpro is seeking a ServiceNow Business Analyst to act as a liaison between business stakeholders and technical teams. The role involves gathering, analyzing, and documenting business requirements while working with development teams to implement ServiceNow solutions.

Human Resources

Responsibilities

Collaborate with business stakeholders to understand their needs and document detailed business requirements for ServiceNow solutions, including ITSM, ITOM, CSM, CMDB, and other ServiceNow modules

Analyze and map existing business processes, identify areas for improvement, and propose streamlined workflows that leverage ServiceNow functionality

Work closely with ServiceNow developers and architects to design solutions that meet business requirements, ensuring the alignment of the ServiceNow platform with business objectives and ITIL best practices

Develop detailed user stories, process flows, and use cases for ServiceNow configurations, customizations, and integrations

Assist in the configuration of ServiceNow applications, including setting up business rules, workflows, forms, reports, and dashboards to meet business requirements

Coordinate user acceptance testing (UAT), ensuring that solutions are thoroughly tested and meet business expectations before deployment

Maintain regular communication with business users and technical teams to ensure alignment on project goals, timelines, and deliverables

Identify opportunities for continuous improvement and optimization of ServiceNow processes and functionalities based on business feedback and performance metrics

Provide training and support to end-users on new or enhanced ServiceNow features, ensuring a smooth transition and adoption of new solutions

Help support the change management process for ServiceNow upgrades and enhancements, ensuring proper communication and user readiness for changes

Qualification

ServiceNowITSMITOMCSMCMDBBusiness AnalysisITILServiceNow CSAStakeholder ManagementCommunication SkillsProblem-Solving

Required

5+ years of experience as a ServiceNow Business Analyst, with at least 3 years specifically focused on ServiceNow implementations and process automation

Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB

Strong ability to analyze business requirements, model processes, and translate them into technical specifications. Proficiency in creating user stories, workflows, and process documentation

Excellent verbal and written communication skills, with the ability to effectively collaborate with both business and technical teams. Strong presentation and facilitation skills

Proven ability to work with various stakeholders, including business leaders, IT teams, and external vendors, to gather requirements, manage expectations, and deliver results

Strong analytical and problem-solving skills with the ability to address complex business challenges and propose effective solutions

A solid understanding of ITIL frameworks, particularly in the context of ServiceNow, is highly beneficial

ServiceNow Certified System Administrator (CSA) certification required

Preferred

Experience working in Agile/Scrum environments, including participation in sprint planning, retrospectives, and daily stand-ups

Knowledge of ServiceNow integrations (REST/SOAP) and data management

Familiarity with ServiceNow CSM features, including Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement (email, chat, virtual agent), and experience configuring and optimizing customer service processes

Familiarity with advanced ServiceNow features like Flow Designer, Virtual Agent, or Performance Analytics

Experience with data migration and integration projects involving ServiceNow

Understanding of cloud technologies (AWS, Azure) and how they integrate with ServiceNow