Remote ITSM ServiceNow Business Analyst

RTX; Salem (OR); Remote; USD 87,000 - 165,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) match

Flexible work schedules

Educational assistance

Parental leave

Job summary

RTX is seeking an ITSM ServiceNow Business Analyst to capture and implement requirements for the ITSM product area, focusing on Incident, Problem, and Change Management. You will translate business needs into acceptance criteria and work with IT teams to ensure effective ServiceNow implementation.

The role requires collaboration with stakeholders, developers, and architects to maintain platform stability and drive modernization, automation, and reporting improvements across thousands of internal

Qualifications

• Typically requires a STEM degree and 5+ years of relevant experience.
• 4+ years as a Business Analyst, with 2+ years on ServiceNow.
• Strong understanding of ITSM processes and ServiceNow modules (Incident, Problem, Change).
• Ability to translate business needs into functional specifications and technical solutions.
• Excellent analytical, communication, and testing skills.
• Proficiency with Excel and Visio for analysis and process mapping.

Responsibilities

• Gather and define requirements with stakeholders for ITSM objectives.
• Create detailed user stories and acceptance criteria.
• Ask clarifying questions to ensure completeness and feasibility.
• Develop test scripts and validate story completion.
• Collaborate with architects and developers to align with ServiceNow design standards.
• Maintain understanding of business workflows and ServiceNow ITSM behavior.
• Create knowledge articles for technical and business audiences.
• Support platform enhancements and continuous improvement.

Skills

ITSM

Stakeholder collaboration

Requirements gathering

Acceptance criteria

Analytical thinking

Excel

Visio

Testing

Education

B.S. in STEM

Tools

ServiceNow

NowAssist

CSA certification

Microsoft Excel

Job description

RTX is seeking an ITSM ServiceNow Business Analyst to capture and implement requirements for the ITSM product area, focusing on Incident, Problem, and Change Management. You will translate business needs into acceptance criteria and work with IT teams to ensure effective ServiceNow implementation.

The role requires collaboration with stakeholders, developers, and architects to maintain platform stability and drive modernization, automation, and reporting improvements across thousands of internal