Senior ITSM & ServiceNow Analyst for Enterprise Delivery

Huntington National Bank; Charlotte (NC); On-site; USD 57,000 - 113,000; Full time

Benefits offered by this job

Health insurance

Wellness program

Life and disability insurance

Retirement savings plan

Paid leave

Paid holidays

PTO

Job summary

Huntington National Bank is seeking a Senior Business Systems Analyst to support ServiceNow ITSM capabilities within a complex enterprise environment. You will translate business needs into clear, actionable system requirements and sustainable solutions, working closely with business partners, developers, QA, and agile delivery teams.

The role focuses on business analysis, process optimization, documentation, testing support, and cross-functional delivery, rather than Product Owner or people

Qualifications

• 4 to 8+ years of experience in business systems analysis or related technology role.
• 3+ years' experience managing projects supporting ServiceNow ITSM (Incident, Problem, Change, Event, Major Incident).
• Bachelor's Degree or 4+ additional years of equivalent experience.
• Strong understanding of ITIL and IT service management concepts.
• Experience developing user stories, acceptance criteria, and process flows.

Responsibilities

• Elicit, analyze, document, and validate requirements for ServiceNow ITSM enhancements, integrations, and defect remediation.
• Translate requirements into process flows, use cases, user stories, acceptance criteria, data requirements, and other delivery-ready documentation.
• Provide senior-level functional analysis across ITSM processes (Event, Incident, Major Incident, Problem, Change).
• Collaborate with developers, architects, QA resources, Scrum Masters, and Service Delivery Managers to confirm solution understanding and delivery readiness.
• Support test planning, test scenario development, system testing, UAT, and defect triage.

Skills

ServiceNow ITSM

ITIL knowledge

Agile delivery

Cross-functional collaboration

Education

Bachelor's Degree

Job description

Huntington National Bank is seeking a Senior Business Systems Analyst to support ServiceNow ITSM capabilities within a complex enterprise environment. You will translate business needs into clear, actionable system requirements and sustainable solutions, working closely with business partners, developers, QA, and agile delivery teams.

The role focuses on business analysis, process optimization, documentation, testing support, and cross-functional delivery, rather than Product Owner or people