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ITSM Technical Business Analyst – Tampa, FL 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 (e.g., performance, security, data integrity) Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user‑friendly solutions within the platform Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices Support the configuration and customization of ServiceNow modules in partnership with technical teams Actively participate in the Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives) Develop comprehensive test plans, test cases, and execute/coordinate system integration testing (SIT) Facilitate and support User Acceptance Testing (UAT) with end‑users and process owners, ensuring that the delivered solution meets all documented requirements Create and maintain detailed documentation, including process maps, knowledge articles, and end‑user training materials Requirements
Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM ITIL Foundation Certification (v3 or v4) 2 years of experience as a Business Analyst, specifically focused on the ServiceNow platform; 5 years of experience preferred Solid understanding of ITIL framework and processes (certification is a plus) Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM) Proven experience working in an Agile/Scrum delivery model Excellent analytical, problem‑solving, and critical‑thinking skills Exceptional written and verbal communication skills, with the ability to communicate complex technical concepts to non‑technical stakeholders Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules) Technical Knowledge
Incident Management Problem Management Change Management Service Catalog & Request Fulfillment Configuration Management Database (CMDB) Knowledge Management Benefits
Salary range: $90,000.00–$115,000.00 per year (announced). Comprehensive benefits package includes medical, dental, vision insurance; HSA, FSA; 401(k); life, disability, and AD&D insurance for eligible employees. Salaried personnel receive paid time off; hourly employees receive paid sick leave if required by law. Equal Opportunity
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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ITSM Technical Business Analyst – Tampa, FL 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 (e.g., performance, security, data integrity) Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user‑friendly solutions within the platform Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices Support the configuration and customization of ServiceNow modules in partnership with technical teams Actively participate in the Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives) Develop comprehensive test plans, test cases, and execute/coordinate system integration testing (SIT) Facilitate and support User Acceptance Testing (UAT) with end‑users and process owners, ensuring that the delivered solution meets all documented requirements Create and maintain detailed documentation, including process maps, knowledge articles, and end‑user training materials Requirements
Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM ITIL Foundation Certification (v3 or v4) 2 years of experience as a Business Analyst, specifically focused on the ServiceNow platform; 5 years of experience preferred Solid understanding of ITIL framework and processes (certification is a plus) Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM) Proven experience working in an Agile/Scrum delivery model Excellent analytical, problem‑solving, and critical‑thinking skills Exceptional written and verbal communication skills, with the ability to communicate complex technical concepts to non‑technical stakeholders Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules) Technical Knowledge
Incident Management Problem Management Change Management Service Catalog & Request Fulfillment Configuration Management Database (CMDB) Knowledge Management Benefits
Salary range: $90,000.00–$115,000.00 per year (announced). Comprehensive benefits package includes medical, dental, vision insurance; HSA, FSA; 401(k); life, disability, and AD&D insurance for eligible employees. Salaried personnel receive paid time off; hourly employees receive paid sick leave if required by law. Equal Opportunity
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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