Senior ServiceNow BSA: ITSM & SAM Pro Expert

Cognitive Minds Llc

San Jose (CA)

On-site

USD 120,000 - 180,000

Full time

14 days+

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Job summary

Cognitive Minds is seeking a Senior ServiceNow Business Systems Analyst to lead ITSM and SAM Pro initiatives in a large enterprise environment in San Jose, CA. You will bridge business needs with technical teams, drive requirements, configure ServiceNow modules, and guide end-to-end implementation from discovery through production support.

The ideal candidate has 5+ years of BSA experience, hands-on ServiceNow administration, and strong stakeholder management.

Qualifications

5+ years of Business Systems Analyst experience in enterprise IT environments.
3+ years of hands-on ServiceNow platform administration experience.
Strong expertise in ServiceNow IT Service Management (ITSM) modules including Incident, Problem, Change, Request, Knowledge and Service Catalog.
Proven experience implementing and supporting ServiceNow SAM Pro solutions.
Strong understanding of Business Rules, Client Scripts, and UI Policies.
Working knowledge of JavaScript and ServiceNow scripting concepts.
Experience with Import Sets, Transform Maps, and large-scale data loading activities.
Experience designing and supporting REST and SOAP integrations.
Strong understanding of Service Catalog, Workflows, and Flow Designer.
Experience creating dashboards, reports, and data visualizations.
Knowledge of user administration, role management, group administration, and access governance.
Experience using the ServiceNow Support Portal and managing product support cases.
Strong business analysis skills including requirements gathering, process mapping, user stories, functional specifications, and test scenarios.
Solid understanding of Agile, Scrum, and Software Development Life Cycle (SDLC) methodologies.
Excellent communication, stakeholder management, analytical, and problem-solving skills.

Responsibilities

Gather, analyze, and document business requirements, user stories, process flows, and functional specifications.
Facilitate stakeholder workshops to identify business challenges and solution opportunities.
Lead end-to-end ServiceNow implementation and enhancement projects from discovery through production deployment.
Manage System Integration Testing (SIT), UAT, defect tracking, and production readiness activities.
Provide production support through incident triage, troubleshooting, root cause analysis, and issue resolution.
Serve as a functional SME for ServiceNow ITSM and SAM Pro processes.
Collaborate with developers, architects, administrators, and business stakeholders to deliver optimal solutions.
Support release planning, change management, platform upgrades, and continuous improvement initiatives.
Administer ServiceNow platform functionality including users, roles, groups, permissions, and governance controls.
Manage data imports, transform maps, email notifications, workflows, integrations, and platform configurations.
Develop and maintain documentation, reporting dashboards, and business process artifacts.
Coordinate with ServiceNow Product Support and manage support cases when required.