Deloitte · 16 hours ago
Senior Business Systems Analyst (ServiceNow)
Nashville, TN
Full-time
Onsite
Senior Level
5+ years expDeloitte Global is the engine of the Deloitte network, and they are seeking a Senior Business Systems Analyst focused on ServiceNow. The role involves acting as a liaison between business units and ServiceNow delivery teams, leading requirements gathering, managing client relationships, and mentoring junior analysts.
AccountingConsultingFinancial ServicesLegalProfessional ServicesRisk Management
Responsibilities
Serve as the primary point of contact between business units, COE leadership, and ServiceNow development teams; build trusted relationships and manage expectations
Lead workshops, interviews, and process discovery to capture detailed business requirements, use cases, and acceptance criteria
Translate business needs into ServiceNow functional specifications, user stories, configuration guidance, and process flows. Validate proposed designs with stakeholders and technical teams
Own the client relationship for assigned portfolios-manage priorities, SLAs, change requests, and communication during delivery and post-implementation support
Work closely with Product Owners, Release Managers, developers, QA, and operations to ensure successful delivery and adoption of ServiceNow releases
Provide day-to-day leadership and coaching to junior Business Analysts-review their deliverables, guide analysis techniques, and support career development
Recommend process improvements, ensure alignment with COE standards and governance, and promote reuse of components, patterns, and best practices
Define test criteria, coordinate user acceptance testing (UAT), validate defects, and ensure delivered features meet business needs
Track KPIs, prepare status reports and executive presentations, and report on value realization of ServiceNow investments
Develop support materials, run training or demos, and help business teams adopt new ServiceNow capabilities
Qualification
Required
Bachelor's degree in Business, IT, Computer Science, or related field
5+ years proven strong business analysis, analytical thinking, and problem-solving skills with experience handling complex, cross-functional problems
Excellent verbal and written communication skills
Demonstrated strength in presentation, workshop facilitation, and stakeholder negotiations
Experience with ITIL processes and concepts (incident, problem, change, service request, CMDB, service catalog)
Solid hands-on experience with ServiceNow-configuration, workflows, modules, development lifecycle, or in a BA capacity closely tied to ServiceNow delivery
Experience leading, mentoring, or supervising junior BAs or equivalent team members
Strong client service orientation with experience managing expectations and delivering to SLAs
Preferred
Knowledge or experience with Strategic Portfolio Management (SPM) and Workplace Service Delivery (WSD) is a plus
Familiarity with ITSM, HRSD, CSM, ITOM, or integrations is beneficial
Experience with integrations (APIs), data mapping, scripting basics in ServiceNow, or working with configuration and release pipelines
ServiceNow Certified System Administrator, Certified Implementation Specialist, or relevant business analysis certifications (CBAP, PMI-PBA) are advantageous
Experience supporting strategic portfolios, roadmaps, or enterprise transformation initiatives
Benefits
Comprehensive variety of programs and resources to support your health and well-being
Company
Deloitte
Deloitte is a business consulting company that offers audit, consulting, financial advisory, and tax services.
10001+ employees
H1B Sponsorship
Deloitte has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
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2025 (6871)
2024 (4911)
2023 (5604)
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2021 (5993)
2020 (10388)
Funding
Current Stage
Late StageLeadership Team
Anne Muraya
Chief Executive Officer - East Africa
Joe Ucuzoglu
Global Chief Executive Officer
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