Managed Services Business Analyst

Alldus International Consulting Ltd; Boise (ID); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading IT services provider seeks a Managed Services Business Analyst to work remotely on a contract basis. This senior position involves leading solution delivery efforts and mentoring developers while optimizing business processes and ensuring alignment during digital transformation projects. Candidates need extensive ServiceNow experience, strong analytical skills, and a collaborative spirit.

Qualifications

• 5+ years of experience as a Business Analyst, minimum 3 years in ServiceNow.
• Hands-on expertise in ServiceNow ITSM, ITOM, CMDB modules.
• Exceptional communication skills and stakeholder management abilities.

Responsibilities

• Act as liaison to ensure alignment between business and development teams.
• Lead sessions to translate needs into user stories and requirements.
• Analyze and optimize business processes and recommend ServiceNow solutions.

Skills

Business Analysis

ServiceNow Expertise

Communication Skills

Stakeholder Management

Agile Methodology

Education

ServiceNow Certified System Administrator (CSA)

Certified ScrumMaster (CSM)

ITIL v4 Foundation Certification

Tools

ServiceNow

Agile Tools

Job description

Managed Services Business Analyst
Location: Remote (U.S. Only)
Employment: Contract
Clearance Requirement: U.S. Citizenship

Our client, a well-established IT services provider, is hiring a Senior Business Analyst to join their team remotely on a contract basis. The successful candidate will lead solution delivery efforts and drive digital transformation for their Managed Services clients, enabling them to unlock measurable value from their ServiceNow investments.

Responsibilities

• Act as the primary liaison between business stakeholders and the ServiceNow development team, ensuring alignment and clarity across all phases of delivery.

• Lead discovery sessions and translate business needs into actionable user stories and functional requirements.

• Mentor and support developers by providing detailed context, requirements and design guidance.

• Advocate for the customer throughout the development lifecycle, ensuring solutions deliver maximum value.

• Identify and define opportunities to implement AI-driven features such as Virtual Agent, Predictive Intelligence and machine learning enhancements.

• Analyze and optimize business processes, recommending future-state solutions using standard and custom ServiceNow capabilities.

• Ensure alignment with enterprise frameworks like CSDM, ITIL and CMDB health best practices.

• Support Agile delivery through active participation in sprint planning, backlog refinement, code reviews and demos.

• Coordinate and lead testing efforts, including solution validation and support for user acceptance testing (UAT).

• Maintain comprehensive documentation, including requirements, knowledge articles and change management artifacts.

Skillset

• Minimum of 5 years of experience as a Business Analyst, with at least 3 years focused on ServiceNow implementations or operations.

• Proven hands-on expertise with ServiceNow modules such as ITSM, ITOM, CMDB, or CSDM.

• ServiceNow Certified System Administrator (CSA) is a must.

• Certified ScrumMaster (CSM) or equivalent Agile certification.

• ITIL v4 Foundation Certification.

• Experience with advanced ServiceNow features such as Discovery, domain-separated instances, Software/Hardware Asset Management (SAM/HAM) and AI integrations.

• Understanding of responsible AI practices and data governance principles.

• Working knowledge of ServiceNow AI/ML capabilities, including Virtual Agent, Predictive Intelligence and related tools.

• Exceptional communication skills and a strong ability to manage priorities across multiple stakeholders.

• U.S. Citizenship is required for work with federal clients.

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