Senior ServiceNow Business Analyst

Deutsche Bank; Jacksonville (FL); Hybrid; USD 78,000 - 112,000; Full time

Job summary

Join a leading bank as a Senior ServiceNow Business Analyst in Jacksonville, FL. You will be part of a dynamic team focused on enhancing IT service management through the ServiceNow platform. This hybrid role offers flexibility and a competitive salary, along with a commitment to diversity and inclusion.

Benefits

Generous vacation days

Health and wellbeing benefits

Retirement plans

Parental leave

Educational resources

Qualifications

• Experience as a ServiceNow Business Analyst.
• Ability to translate high-level requirements into technical stories.

Responsibilities

• Serve as a Subject Matter Expert for ITSM processes.
• Coordinate with Product Teams and stakeholders to identify solutions.
• Lead defect analysis and collaborate with developers.

Skills

ITSM

ITOM

ITAM

Problem Solving

Analytical Skills

Job description

Job Title: Senior ServiceNow Business Analyst

Overview:

We have formed strategic partnerships with leading tech companies, including ServiceNow, to drive transformation through a robust tech platform. We are establishing a Centre of Excellence (CoE) in India (Pune and Bangalore), supported by global locations in the UK and US, to support our transformation priorities. ServiceNow is central to creating digital workflows across the Bank’s global operations, helping us simplify operations, empower employees, enhance customer service, and accelerate market innovation.

You will join the Foundational Platforms team within Automation Platform/GTI as a Senior Engineer. The team is responsible for engineering the ServiceNow platform that manages the bank’s CMDB, ITOM, ITAM (SAM, HAM), and ITSM processes (Incident, Problem, Change, Configuration, Service Request, etc.), making it one of the most utilized applications within the Bank.

What We Offer You:

• An inclusive environment that embraces change, innovation, and collaboration
• A hybrid working model offering in-office and remote flexibility, along with generous vacation, personal, and volunteer days
• Employee Resource Groups supporting an inclusive workplace and community engagement
• Competitive compensation, health and wellbeing benefits, retirement plans, parental leave, and family-building benefits
• Educational resources, matching gift and volunteer programs

What You’ll Do:

• Serve as a Subject Matter Expert for ITSM processes, CMDB, ITOM, ITAM, and support relevant development teams
• Coordinate with Product Teams, customers, and stakeholders to identify solutions
• Analyze incoming demand requests and convert them into technical stories for the backlog
• Participate in Agile ceremonies: Sprint planning, Daily stand-ups, Show & Tell, Retrospectives
• Support business strategy and contribute to a high-performance team culture
• Lead defect analysis and collaborate with developers and architects to resolve issues

Skills You’ll Need:

• Experience working in dynamic IT environments
• Proven experience as a ServiceNow Business Analyst
• Deep product knowledge in ServiceNow areas such as ITSM, ITOM, or ITAM
• Ability to translate high-level requirements into technical stories, working with stakeholders of varying seniorities

Skills to Help You Excel:

• ServiceNow certifications in ITSM, ITOM, or ITAM are advantageous
• Experience in Scaled Agile frameworks
• Strong analytical, problem-solving, multi-tasking, and priority management skills

Note: The role is based in Jacksonville, FL, with a hybrid work model.

Deutsche Bank provides accommodations for candidates and employees with documented needs related to disability or religion.

The salary range for this position in Jacksonville is $78,000 to $111,800.