Method360
ServiceNow IT Service Management Business Analyst
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Title: ServiceNow IT Service Management Business Analyst Location: Remote (Orlando, FL) Expenses: None Duration: 1 year Start: 11/03/2025
Responsibilities
Gather and document business requirements from stakeholders for ITSM process improvements and ServiceNow configuration
Establish and lead stakeholder forums / community of practice for major ITSM community areas such as Service Desk, NOC, Admins, application teams, etc
Analyze business needs and identify opportunities for process improvements and automation; collaborate with stakeholders to design and implement ITSM processes and procedures
Develop and maintain business requirements documents, use cases, and user stories for ServiceNow configuration and customization
Partner with the ITSM Process Owner and Technical Lead to develop and maintain a roadmap for adoption of new ITSM features in keeping with stakeholder and user requirements
Partner with ITSM Process Owner to develop and deliver training materials and user documentation for ServiceNow ITSM modules
Provide support and guidance to end-users on ITSM processes and ServiceNow functionality
Partner with ITSM Process Owner to develop metrics and reports to measure the effectiveness of ITSM processes and ServiceNow configuration
Participate with customers to formulate and implement enterprise-wide business, organization and information technology strategies
Work with customers to help conceptualize means to apply information technology as a strategic asset
Involved in the process of designing and delivering integrated business and information solutions to support the enterprise's accomplishment of business goals
This is a government contract role and US Citizenship is required
NO C2C/W2 hourly only
Required Skills
US Citizenship required
2+ years of experience in ServiceNow IT service management, with a strong understanding of ITIL processes and principles
2+ years of experience with business analysis, requirements gathering, and solution design
Strong understanding of ITSM processes, including incident, problem, change, and service request management
Excellent communication and collaboration skills, with the ability to work with technical and non-technical stakeholders
Strong analytical and problem-solving skills, with the ability to analyze complex business problems and identify solutions
Bachelor’s degree from an accredited college in a related discipline, or equivalent experience/combined education, with 5 years of professional experience; or 3 years of professional experience with a related master’s degree
Desired Skills
Familiarity with AI, specifically ServiceNow Now Assist
ServiceNow certifications (ITSM, Administration, or Business Analyst)
Experience with Agile project management methodologies
Knowledge of ITSM industry trends and best practices
Strong data analysis and reporting skills, with experience with metrics and reporting tools
Experience with process improvement methodologies, such as Lean or Six Sigma
Method360 is proud to be an Equal Opportunity Employer.
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Title: ServiceNow IT Service Management Business Analyst Location: Remote (Orlando, FL) Expenses: None Duration: 1 year Start: 11/03/2025
Responsibilities
Gather and document business requirements from stakeholders for ITSM process improvements and ServiceNow configuration
Establish and lead stakeholder forums / community of practice for major ITSM community areas such as Service Desk, NOC, Admins, application teams, etc
Analyze business needs and identify opportunities for process improvements and automation; collaborate with stakeholders to design and implement ITSM processes and procedures
Develop and maintain business requirements documents, use cases, and user stories for ServiceNow configuration and customization
Partner with the ITSM Process Owner and Technical Lead to develop and maintain a roadmap for adoption of new ITSM features in keeping with stakeholder and user requirements
Partner with ITSM Process Owner to develop and deliver training materials and user documentation for ServiceNow ITSM modules
Provide support and guidance to end-users on ITSM processes and ServiceNow functionality
Partner with ITSM Process Owner to develop metrics and reports to measure the effectiveness of ITSM processes and ServiceNow configuration
Participate with customers to formulate and implement enterprise-wide business, organization and information technology strategies
Work with customers to help conceptualize means to apply information technology as a strategic asset
Involved in the process of designing and delivering integrated business and information solutions to support the enterprise's accomplishment of business goals
This is a government contract role and US Citizenship is required
NO C2C/W2 hourly only
Required Skills
US Citizenship required
2+ years of experience in ServiceNow IT service management, with a strong understanding of ITIL processes and principles
2+ years of experience with business analysis, requirements gathering, and solution design
Strong understanding of ITSM processes, including incident, problem, change, and service request management
Excellent communication and collaboration skills, with the ability to work with technical and non-technical stakeholders
Strong analytical and problem-solving skills, with the ability to analyze complex business problems and identify solutions
Bachelor’s degree from an accredited college in a related discipline, or equivalent experience/combined education, with 5 years of professional experience; or 3 years of professional experience with a related master’s degree
Desired Skills
Familiarity with AI, specifically ServiceNow Now Assist
ServiceNow certifications (ITSM, Administration, or Business Analyst)
Experience with Agile project management methodologies
Knowledge of ITSM industry trends and best practices
Strong data analysis and reporting skills, with experience with metrics and reporting tools
Experience with process improvement methodologies, such as Lean or Six Sigma
Method360 is proud to be an Equal Opportunity Employer.
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