Remote ServiceNow ITSM Analyst — Drive Automation

Pratt & Whitney; United States; Remote; USD 87,000 - 165,000; Full time

Benefits offered by this job

Healthcare

Wellness programs

Retirement plan

Parental leave

Flexible work schedules

Job summary

RTX Enterprise Services is seeking an ITSM ServiceNow Business Analyst for a remote US-based role. You will capture and implement requirements for ITSM with a focus on Incident, Problem, and Change Management, translating business needs into acceptance criteria for ServiceNow.

You will collaborate with stakeholders and IT teams to ensure effective implementation, maintain process understanding, and contribute to ongoing platform improvements, reporting, and knowledge documentation.

Qualifications

• Degree in Science, Technology, Engineering or Mathematics (STEM) with 5+ years of experience.
• 4+ years as a Business Analyst, incl. at least 2 years on the ServiceNow platform.
• Strong understanding of ITSM processes and platform best practices.
• Excellent analytical, communication, and problem-solving abilities; Excel and Visio proficiency.
• Collaborate with SMEs, stakeholders, and developers to translate needs into technical solutions.

Responsibilities

• Gather requirements with stakeholders aligned to ITSM objectives.
• Create detailed user stories and acceptance criteria for development.
• Ask clarifying questions to ensure completeness and feasibility.
• Develop test scripts and support defect analysis and reporting.
• Collaborate with architects and developers to ensure ServiceNow design standards.
• Maintain understanding of ITSM workflows and CMDB relationships.

Skills

Analytical thinking

Communication

Agile methodologies

Backlog refinement

Testing

Education

STEM degree

Tools

ServiceNow ITSM

NowAssist

CSA certification

Job description

RTX Enterprise Services is seeking an ITSM ServiceNow Business Analyst for a remote US-based role. You will capture and implement requirements for ITSM with a focus on Incident, Problem, and Change Management, translating business needs into acceptance criteria for ServiceNow.

You will collaborate with stakeholders and IT teams to ensure effective implementation, maintain process understanding, and contribute to ongoing platform improvements, reporting, and knowledge documentation.