Strategic Staffing Solutions
ServiceNow ITSM Technical Business Analyst
Strategic Staffing Solutions, Lutz, Florida, United States, 33549
ServiceNow ITSM Technical Business Analyst
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Job Title: ServiceNow ITSM Technical Business Analyst
Pay: Up to $61/hr W2 ONLY
Reports To:
IT Director or Product Owner
Job Summary
The
ServiceNow ITSM Technical Business Analyst (BA)
serves as a vital bridge between business stakeholders and the technical development team, focusing on the
ServiceNow IT Service Management (ITSM)
suite. This role is responsible for eliciting, analyzing, documenting, and validating requirements for new features, enhancements, and process improvements across core ITSM modules such as
Incident, Problem, Change, Service Catalog, and CMDB .
The ideal candidate combines a deep understanding of
ITIL processes
with hands-on technical proficiency in the
ServiceNow platform , ensuring business needs are effectively translated into scalable and high-quality solutions.
Key Responsibilities
Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements.
Translate high-level business needs into clear, actionable
User Stories
and acceptance criteria for the development team.
Conduct
gap analyses
between current processes and ServiceNow capabilities, recommending solutions that leverage out-of-the-box functionality.
Define and document
non-functional requirements
such as performance, security, and data integrity.
Collaborate with ServiceNow Architects and Developers to design
scalable, efficient, and user-friendly
solutions within the platform.
Ensure proposed solutions align with organizational strategies, technical standards, and
ITIL best practices .
Support configuration and customization of ServiceNow modules alongside the technical team.
Actively participate in
Agile/Scrum ceremonies
including sprint planning, backlog refinement, and retrospectives.
Develop and execute
test plans and test cases
for system integration testing (SIT).
Facilitate and support
User Acceptance Testing (UAT)
to ensure business requirements are fully met.
Create and maintain
process documentation , knowledge articles, and training materials for end-users.
Provide
post-implementation support , troubleshooting, and drive continuous improvement initiatives.
Act as the primary liaison between
IT process owners, end-users, and development teams .
Lead working sessions and workshops to gather requirements and align stakeholders.
Proactively identify opportunities for
process optimization and automation
within ITSM.
Stay up to date on
ServiceNow releases , new features, and ITSM best practices.
Required Qualifications
X+ years
of experience as a Business Analyst with a focus on the
ServiceNow platform .
Deep functional and technical knowledge of
ServiceNow ITSM
modules, including:
Change Management
Knowledge Management
Strong understanding of the
ITIL framework
and processes (certification preferred).
Proven experience working in an
Agile/Scrum
delivery model.
Strong analytical, problem-solving, and critical-thinking skills.
Excellent written and verbal communication skills, capable of bridging technical and non-technical audiences.
Bachelor’s degree
in Computer Science, Information Systems, Business, or related field, or equivalent experience.
Preferred Qualifications
ServiceNow Certified System Administrator (CSA)
or
Certified Implementation Specialist (CIS)
– ITSM.
ITIL Foundation Certification (v3 or v4) .
Experience with additional ServiceNow modules such as
CSM, HRSD, ITOM, or SPM .
Familiarity with
data analysis and reporting
tools within ServiceNow.
Basic scripting or configuration experience (e.g., workflows, UI policies, business rules).
Seniority level Mid-Senior level
Employment type Contract
Job function Information Technology
Industries IT Services and IT Consulting
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Job Title: ServiceNow ITSM Technical Business Analyst
Pay: Up to $61/hr W2 ONLY
Reports To:
IT Director or Product Owner
Job Summary
The
ServiceNow ITSM Technical Business Analyst (BA)
serves as a vital bridge between business stakeholders and the technical development team, focusing on the
ServiceNow IT Service Management (ITSM)
suite. This role is responsible for eliciting, analyzing, documenting, and validating requirements for new features, enhancements, and process improvements across core ITSM modules such as
Incident, Problem, Change, Service Catalog, and CMDB .
The ideal candidate combines a deep understanding of
ITIL processes
with hands-on technical proficiency in the
ServiceNow platform , ensuring business needs are effectively translated into scalable and high-quality solutions.
Key Responsibilities
Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements.
Translate high-level business needs into clear, actionable
User Stories
and acceptance criteria for the development team.
Conduct
gap analyses
between current processes and ServiceNow capabilities, recommending solutions that leverage out-of-the-box functionality.
Define and document
non-functional requirements
such as performance, security, and data integrity.
Collaborate with ServiceNow Architects and Developers to design
scalable, efficient, and user-friendly
solutions within the platform.
Ensure proposed solutions align with organizational strategies, technical standards, and
ITIL best practices .
Support configuration and customization of ServiceNow modules alongside the technical team.
Actively participate in
Agile/Scrum ceremonies
including sprint planning, backlog refinement, and retrospectives.
Develop and execute
test plans and test cases
for system integration testing (SIT).
Facilitate and support
User Acceptance Testing (UAT)
to ensure business requirements are fully met.
Create and maintain
process documentation , knowledge articles, and training materials for end-users.
Provide
post-implementation support , troubleshooting, and drive continuous improvement initiatives.
Act as the primary liaison between
IT process owners, end-users, and development teams .
Lead working sessions and workshops to gather requirements and align stakeholders.
Proactively identify opportunities for
process optimization and automation
within ITSM.
Stay up to date on
ServiceNow releases , new features, and ITSM best practices.
Required Qualifications
X+ years
of experience as a Business Analyst with a focus on the
ServiceNow platform .
Deep functional and technical knowledge of
ServiceNow ITSM
modules, including:
Change Management
Knowledge Management
Strong understanding of the
ITIL framework
and processes (certification preferred).
Proven experience working in an
Agile/Scrum
delivery model.
Strong analytical, problem-solving, and critical-thinking skills.
Excellent written and verbal communication skills, capable of bridging technical and non-technical audiences.
Bachelor’s degree
in Computer Science, Information Systems, Business, or related field, or equivalent experience.
Preferred Qualifications
ServiceNow Certified System Administrator (CSA)
or
Certified Implementation Specialist (CIS)
– ITSM.
ITIL Foundation Certification (v3 or v4) .
Experience with additional ServiceNow modules such as
CSM, HRSD, ITOM, or SPM .
Familiarity with
data analysis and reporting
tools within ServiceNow.
Basic scripting or configuration experience (e.g., workflows, UI policies, business rules).
Seniority level Mid-Senior level
Employment type Contract
Job function Information Technology
Industries IT Services and IT Consulting
#J-18808-Ljbffr