Jobs via Dice
W2 ServiceNow ITSM Technical Business Analyst Local to Lutz, FL 33549
Jobs via Dice, Lutz, Florida, United States, 33549
W2 ServiceNow ITSM Technical Business Analyst – Lutz, FL 33549
APN Software Services, Inc. is seeking an experienced ServiceNow ITSM Technical Business Analyst to act as the critical link between business stakeholders and the technical development team. The role focuses on eliciting, analyzing, documenting, and validating requirements for new features, enhancements, and process improvements across core ITSM modules (Incident, Problem, Change, Service Catalog, CMDB).
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 detailed, clear, and actionable User Stories and acceptance criteria for the development team.
Conduct gap analysis between current state processes and ServiceNow platform capabilities, recommending solutions that maximize out‑of‑the‑box functionality.
Define and document non‑functional requirements (performance, security, data integrity).
Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user‑friendly solutions within the platform.
Support configuration and customization of ServiceNow modules in partnership with technical teams.
Actively participate in Agile/Scrum ceremonies (sprint planning, backlog grooming, retrospectives).
Develop comprehensive test plans and test cases, and execute/coordinate system integration testing.
Facilitate and support User Acceptance Testing (UAT) with end‑users and process owners.
Create and maintain detailed documentation, including process maps, knowledge articles, and end‑user training materials.
Provide post‑implementation support and address user feedback to drive continuous improvement.
Serve as the primary liaison between IT process owners, end‑users, and the technical delivery team.
Facilitate workshops to drive consensus and clarify requirements.
Proactively identify opportunities for process optimization and automation within the ITSM landscape.
Required Qualifications
6+ years of experience as a Business Analyst focused on the ServiceNow platform.
Deep functional and technical knowledge of the ServiceNow ITSM suite (Incident, Problem, Change, Service Catalog, CMDB, Knowledge Management).
Solid understanding of ITIL framework and processes (certification is a plus).
Proven experience working in an Agile/Scrum delivery model.
Excellent analytical, problem‑solving, and critical‑thinking skills.
Exceptional written and verbal communication skills.
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) in ITSM.
ITIL Foundation Certification (v3 or v4).
Experience with other ServiceNow modules (CSM, HRSD, ITOM, SPM).
Familiarity with data analysis, reporting tools, and performance dashboards within ServiceNow.
Experience with scripting or basic configuration within the ServiceNow platform.
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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 detailed, clear, and actionable User Stories and acceptance criteria for the development team.
Conduct gap analysis between current state processes and ServiceNow platform capabilities, recommending solutions that maximize out‑of‑the‑box functionality.
Define and document non‑functional requirements (performance, security, data integrity).
Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user‑friendly solutions within the platform.
Support configuration and customization of ServiceNow modules in partnership with technical teams.
Actively participate in Agile/Scrum ceremonies (sprint planning, backlog grooming, retrospectives).
Develop comprehensive test plans and test cases, and execute/coordinate system integration testing.
Facilitate and support User Acceptance Testing (UAT) with end‑users and process owners.
Create and maintain detailed documentation, including process maps, knowledge articles, and end‑user training materials.
Provide post‑implementation support and address user feedback to drive continuous improvement.
Serve as the primary liaison between IT process owners, end‑users, and the technical delivery team.
Facilitate workshops to drive consensus and clarify requirements.
Proactively identify opportunities for process optimization and automation within the ITSM landscape.
Required Qualifications
6+ years of experience as a Business Analyst focused on the ServiceNow platform.
Deep functional and technical knowledge of the ServiceNow ITSM suite (Incident, Problem, Change, Service Catalog, CMDB, Knowledge Management).
Solid understanding of ITIL framework and processes (certification is a plus).
Proven experience working in an Agile/Scrum delivery model.
Excellent analytical, problem‑solving, and critical‑thinking skills.
Exceptional written and verbal communication skills.
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) in ITSM.
ITIL Foundation Certification (v3 or v4).
Experience with other ServiceNow modules (CSM, HRSD, ITOM, SPM).
Familiarity with data analysis, reporting tools, and performance dashboards within ServiceNow.
Experience with scripting or basic configuration within the ServiceNow platform.
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