Remote ServiceNow ITSM Analyst — Incident & Change

RTX; United States; Remote; USD 87,000 - 165,000; Full time

Benefits offered by this job

Parental leave

Flexible work schedules

Educational assistance

Employee recognition

Job summary

RTX is seeking an ITSM ServiceNow Business Analyst to capture and implement requirements for Incident, Problem, and Change Management within the ServiceNow platform. You will work closely with stakeholders and IT teams to translate business needs into acceptance criteria and ensure successful delivery.

The role emphasizes collaboration with architects and developers, test script creation, and continuous improvement of enterprise-scale ITSM processes.

Qualifications

• Typically requires a STEM degree with a minimum of 5 years of relevant experience.
• Strong knowledge of ServiceNow ITSM processes, including Incident, Problem and Change Management.
• Ability to translate business needs into functional specifications and acceptance criteria.
• Experience creating test scripts and supporting defect analysis and reporting.
• Excellent communication, analytical and problem-solving skills.

Responsibilities

• Partner with stakeholders to gather and define requirements aligned with ITSM objectives.
• Create detailed user stories and acceptance criteria reflecting business needs and technical considerations.
• Develop test scripts, validate story completion, and support defect analysis and reporting.
• Collaborate with architects and developers to align with ServiceNow design standards and best practices.
• Maintain understanding of business workflows and ServiceNow ITSM module behavior.
• Create knowledge articles and documentation for technical and business audiences.
• Support ongoing platform enhancements and continuous improvement efforts.

Skills

ITSM knowledge

Stakeholder collaboration

Requirements gathering

Agile methodologies

Analytical thinking

Excel

Visio

ServiceNow

Education

STEM degree

Tools

ServiceNow

Excel

Visio

Reporting/Dashboards

Job description

RTX is seeking an ITSM ServiceNow Business Analyst to capture and implement requirements for Incident, Problem, and Change Management within the ServiceNow platform. You will work closely with stakeholders and IT teams to translate business needs into acceptance criteria and ensure successful delivery.

The role emphasizes collaboration with architects and developers, test script creation, and continuous improvement of enterprise-scale ITSM processes.