Business Analyst - ServiceNow

Horizontal Talent; Minneapolis (MN); On-site; USD 59,236 - 97,809; Full time

Benefits offered by this job

medical

dental

vision

retirement

Job summary

Horizontal Talent is seeking a seasoned Business Analyst to join a strategic ServiceNow initiative in Minneapolis. You will translate stakeholder needs into clear requirements, map current and future processes, and help deliver impactful enterprise solutions across ITSM, ITOM, CSM, and HRSD.

You will lead requirements sessions, develop user stories, support Agile delivery, and assist with UAT, acceptance criteria, and traceability. Collaboration with developers and project teams is essential.

Qualifications

• 5+ years of experience as a Business Analyst.
• Experience in requirements elicitation and business process mapping.
• Experience in Agile or Scrum environments.
• Strong communication and stakeholder management skills.
• Hands-on UAT and functional testing experience.
• Familiarity with ServiceNow ITSM/ITOM/CSM/HRSD.

Responsibilities

• Lead requirements-gathering sessions with business and technical stakeholders to understand goals, challenges, and priorities.
• Document current and future business processes, identify gaps, and help define practical solutions.
• Develop and maintain user stories, functional requirements, process flows, use cases, and acceptance criteria.
• Partner with developers, solution architects, and project teams to ensure requirements are clearly understood and delivered effectively.
• Support Agile delivery activities such as backlog refinement, sprint planning, prioritization, and release coordination.
• Assist with UAT planning and execution, including functional validation and issue tracking in test environments.
• Identify opportunities to streamline workflows and improve the overall user experience.
• Keep stakeholders informed through clear communication, timely updates, and dependable follow-through.
• Maintain strong documentation, traceability, and knowledge transfer throughout the project lifecycle.
• Support adoption and continuous improvement of ServiceNow capabilities across the enterprise.

Skills

Requirements elicitation

Business process mapping

Workflow analysis

User story development

Agile / Scrum

UAT support

Communication

Stakeholder management

ServiceNow familiarity

Tools

ServiceNow ITSM

ServiceNow ITOM

ServiceNow CSM

HRSD

Job description

Join a strategic ServiceNow initiative where you’ll help shape business processes, translate stakeholder needs into clear requirements, and support the delivery of impactful enterprise solutions. This Business Analyst role offers the opportunity to work closely with cross‑functional teams on a high‑visibility project focused on improving user experience, operational efficiency, and platform capabilities.

Responsibilities

• Lead requirements-gathering sessions with business and technical stakeholders to understand goals, challenges, and priorities.
• Document current and future business processes, identify gaps, and help define practical solutions.
• Develop and maintain user stories, functional requirements, process flows, use cases, and acceptance criteria.
• Partner with developers, solution architects, and project teams to ensure requirements are clearly understood and delivered effectively.
• Support Agile delivery activities such as backlog refinement, sprint planning, prioritization, and release coordination.
• Assist with UAT planning and execution, including functional validation and issue tracking in test environments.
• Identify opportunities to streamline workflows and improve the overall user experience.
• Keep stakeholders informed through clear communication, timely updates, and dependable follow‑through.
• Maintain strong documentation, traceability, and knowledge transfer throughout the project lifecycle.
• Support adoption and continuous improvement of ServiceNow capabilities across the enterprise.

Skills

• 5+ years of experience as a Business Analyst supporting enterprise applications, IT platforms, or digital transformation efforts.
• Strong background in requirements elicitation, business process mapping, workflow analysis, and user story development.
• Experience working in Agile or Scrum environments.
• Ability to collaborate effectively with stakeholders, developers, architects, and project teams.
• Hands‑on experience supporting UAT and functional testing.
• Excellent communication, facilitation, and stakeholder management skills.
• Experience supporting software implementations or platform enhancements.
• Familiarity with ServiceNow and related capabilities such as ITSM, ITOM, CSM, or HRSD.

Preferred Skills

• Direct experience working on the ServiceNow platform.
• Certification such as CBAP, PMI‑PBA, or an equivalent business analysis credential.
• Experience in large, complex enterprise environments.
• Familiarity with Digital Employee Experience tools such as Nexthink or similar platforms.
• Background in process optimization, change management, or digital workplace initiatives.

Horizontal is committed to building an inclusive workplace where different perspectives, experiences, and backgrounds are valued and respected. We encourage candidates from all communities to apply and bring their unique strengths to the team.

We offer competitive compensation and benefits including medical, dental, vision, and retirement.

• medical
• dental
• vision
• retirement

The pay range for this role is $37 - $71 per hour based on qualifications and experience.