Senior ServiceNow ITSM Analyst — Process Excellence

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

Benefits offered by this job

Health insurance

Wellness program

Life insurance

Disability insurance

Retirement savings plan

Paid leave

Paid holidays

PTO

Job summary

Huntington National Bank is hiring a Senior Business Systems Analyst to support ServiceNow ITSM capabilities in a complex enterprise environment. You will translate business needs into clear system requirements, work with stakeholders and agile teams, and focus on analysis, process optimization, documentation, and testing support.

The role emphasizes cross-functional delivery, governance, and continuous improvement with an onsite, office-based arrangement and broad ITSM involvement across

Qualifications

• Bachelor's degree or 4+ years experience in business systems analysis or related tech role
• 4+ years in business systems analysis or related field
• 3+ years' experience managing projects supporting ServiceNow ITSM including Incident/Problem/Change/Event/Major Incident

Responsibilities

• Partner with business and technology stakeholders to understand objectives, workflows, and system needs
• Elicit, analyze, document, and validate functional and non-functional requirements for ServiceNow ITSM enhancements, integrations, and defect remediation
• Translate requirements into process flows, use cases, user stories, and acceptance criteria
• Assess changes for business impact, dependencies, risks, and data considerations
• Maintain traceability from requirements through testing and implementation
• Provide senior-level functional analysis across ITSM processes (Event, Incident, Major Incident, Problem, Change)
• Analyze current-state processes and recommend improvements for efficiency and data quality
• Collaborate with platform and process teams for consistent ServiceNow configuration
• Investigate production issues and coordinate resolution with technical resources
• Create and maintain process, system, and knowledge documentation
• Participate in refinement, planning, reviews to ensure delivery readiness
• Support test planning, test scenario development, system testing, UAT, defect triage
• Coordinate with impacted teams for readiness, communications, and post-release validation
• Use data to identify trends and propose improvements
• Facilitate workshops and communicate requirements to technical and non-technical audiences
• Provide guidance to team members without formal people-management duties
• Support compliance, risk management, and platform stability activities

Skills

Business analysis

ITSM

ServiceNow

Stakeholder management

Documentation

Testing support

Agile

Process optimization

Education

Bachelor's Degree or 4+ years experience

Tools

ServiceNow ITSM

Agile tools

Job description

Huntington National Bank is hiring a Senior Business Systems Analyst to support ServiceNow ITSM capabilities in a complex enterprise environment. You will translate business needs into clear system requirements, work with stakeholders and agile teams, and focus on analysis, process optimization, documentation, and testing support.

The role emphasizes cross-functional delivery, governance, and continuous improvement with an onsite, office-based arrangement and broad ITSM involvement across