Jobs via Dice
ServiceNow ITSM Technical Business Analyst
Jobs via Dice, Lutz, Florida, United States, 33549
ServiceNow ITSM Technical Business Analyst
Contract opportunity with our company that must be worked on a W2 only. No C2C eligibility. Visa sponsorship available. Contract Length: 6+ months Location: Lutz, FL 33549 Pay: $55 an hour on W2 Job ref# 243970 Position Overview
We are seeking a skilled and detail-oriented ServiceNow Business Analyst (ITSM) to support ongoing projects, enhancements, and process optimization initiatives within our ServiceNow platform. This role requires a strong understanding of IT Service Management (ITSM), ITIL practices, and the ability to translate business needs into actionable requirements. The ideal candidate will work closely with cross‑functional teams to deliver scalable and efficient solutions. Key Responsibilities
Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects. Translate high‑level business needs into detailed user stories and acceptance criteria for the development team. Conduct gap analyses between current processes and ServiceNow capabilities, recommending optimal out‑of‑the‑box solutions. Define and document non‑functional requirements (e.g., performance, security, data integrity). Ensure alignment between business objectives and technical deliverables. Solution Design & Implementation
Collaborate with ServiceNow architects and developers to design effective, scalable, and user‑friendly solutions. Ensure all solutions align with organizational standards, ITIL best practices, and long‑term platform strategy. Support configuration and customization activities for ServiceNow modules. Actively participate in Agile/Scrum ceremonies (sprint planning, backlog grooming, retrospectives). Testing, Training, & Support
Develop and execute test plans, test cases, and coordinate system integration testing (SIT). Facilitate User Acceptance Testing (UAT) to ensure solutions meet documented requirements. Maintain comprehensive documentation, including process maps, knowledge articles, and training materials. Provide post‑implementation support and continuous improvement recommendations. Stakeholder Management & Process Improvement
Act as a liaison between IT process owners, end‑users, and technical delivery teams. Lead workshops and working sessions to clarify requirements and achieve stakeholder consensus. Identify opportunities for process optimization and automation within ITSM workflows. Stay current with ServiceNow platform releases and ITSM best practices. Required Qualifications
Minimum 2 years of experience as a Business Analyst, preferably 5+ years in ServiceNow‑focused roles. Strong functional and technical knowledge of the ServiceNow ITSM suite, including Incident Management, Problem Management, Change Management, Service Catalog & Request Fulfillment, CMDB, Knowledge Management, and ITIL framework (ITIL certification a plus). Proven experience working within Agile/Scrum methodologies. Strong analytical, problem‑solving, and critical‑thinking skills. Excellent verbal and written communication abilities for both technical and non‑technical audiences. Bachelor’s degree in Computer Science, Information Systems, Business, or related field (or equivalent experience). Preferred Certifications & Skills
ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS ITSM). ITIL Foundation Certification (v3 or v4). Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM). Familiarity with data reporting and dashboard creation within ServiceNow. Basic experience with scripting or configuration (workflows, UI policies, business rules).
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Contract opportunity with our company that must be worked on a W2 only. No C2C eligibility. Visa sponsorship available. Contract Length: 6+ months Location: Lutz, FL 33549 Pay: $55 an hour on W2 Job ref# 243970 Position Overview
We are seeking a skilled and detail-oriented ServiceNow Business Analyst (ITSM) to support ongoing projects, enhancements, and process optimization initiatives within our ServiceNow platform. This role requires a strong understanding of IT Service Management (ITSM), ITIL practices, and the ability to translate business needs into actionable requirements. The ideal candidate will work closely with cross‑functional teams to deliver scalable and efficient solutions. Key Responsibilities
Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects. Translate high‑level business needs into detailed user stories and acceptance criteria for the development team. Conduct gap analyses between current processes and ServiceNow capabilities, recommending optimal out‑of‑the‑box solutions. Define and document non‑functional requirements (e.g., performance, security, data integrity). Ensure alignment between business objectives and technical deliverables. Solution Design & Implementation
Collaborate with ServiceNow architects and developers to design effective, scalable, and user‑friendly solutions. Ensure all solutions align with organizational standards, ITIL best practices, and long‑term platform strategy. Support configuration and customization activities for ServiceNow modules. Actively participate in Agile/Scrum ceremonies (sprint planning, backlog grooming, retrospectives). Testing, Training, & Support
Develop and execute test plans, test cases, and coordinate system integration testing (SIT). Facilitate User Acceptance Testing (UAT) to ensure solutions meet documented requirements. Maintain comprehensive documentation, including process maps, knowledge articles, and training materials. Provide post‑implementation support and continuous improvement recommendations. Stakeholder Management & Process Improvement
Act as a liaison between IT process owners, end‑users, and technical delivery teams. Lead workshops and working sessions to clarify requirements and achieve stakeholder consensus. Identify opportunities for process optimization and automation within ITSM workflows. Stay current with ServiceNow platform releases and ITSM best practices. Required Qualifications
Minimum 2 years of experience as a Business Analyst, preferably 5+ years in ServiceNow‑focused roles. Strong functional and technical knowledge of the ServiceNow ITSM suite, including Incident Management, Problem Management, Change Management, Service Catalog & Request Fulfillment, CMDB, Knowledge Management, and ITIL framework (ITIL certification a plus). Proven experience working within Agile/Scrum methodologies. Strong analytical, problem‑solving, and critical‑thinking skills. Excellent verbal and written communication abilities for both technical and non‑technical audiences. Bachelor’s degree in Computer Science, Information Systems, Business, or related field (or equivalent experience). Preferred Certifications & Skills
ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS ITSM). ITIL Foundation Certification (v3 or v4). Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM). Familiarity with data reporting and dashboard creation within ServiceNow. Basic experience with scripting or configuration (workflows, UI policies, business rules).
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