ServiceNow Analyst: ITSM reqs gathering/documentation for config / customization + support + re[...]

KORE1; United States; Remote; USD 75,000 - 85,000; Full time

Job summary

A nationwide staffing provider is seeking a ServiceNow Analyst to bridge business needs with technical teams. This remote role focuses on workflows, process design, and user experience within ServiceNow, requiring 2-5 years of relevant experience and a Bachelor's degree. Salary is between $75-85K based on experience.

Qualifications

• ServiceNow Certified System Administrator or Business Analyst certification preferred.
• 2-5 years of experience as a Business Analyst or Systems Analyst.
• Strong skills in documentation and process analysis.

Responsibilities

• Gather and document requirements for ServiceNow modules.
• Develop process maps and user stories.
• Provide Tier 2/3 support for ServiceNow incidents.

Skills

Requirements gathering & analysis

Process mapping

Stakeholder communication

User experience improvement

Education

Bachelor’s degree in information systems, Business, or related field

Tools

ServiceNow

ITIL methodology

Job description

THIS ROLE CAN BE DONE REMOTELY, BUT YOU MUST WORK EASTERN TIME ZONE & CURRENTLY BE AUTHORIZED FOR WORK IN THE US.

KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a ServiceNow Analyst who will act as a bridge between business stakeholders and the technical ServiceNow development team. This role is responsible for gathering requirements, evaluating business processes, creating functional specifications, and ensuring that ServiceNow solutions align with organizational needs. The Analyst will also focus on user experience, workflow efficiency, and process improvement within the ServiceNow platform.

KEY RESPONSIBILITIES

• Requirements Gathering & Analysis

• Collaborate with business units to capture and document requirements for ServiceNow modules.

• Translate business needs into clear functional and technical requirements.

• Identify process gaps and recommend ServiceNow solutions or enhancements.

• Process & Workflow Design

• Develop process maps, workflows, and user stories to ensure business processes are logical and efficient.

• Evaluate existing processes and recommend ServiceNow-enabled improvements.

• Ensure workflows align with ITIL and organizational best practices.

• System Support & Enhancement

• Support ServiceNow configurations, including forms, fields, lists, workflows, and reports.

• Assist with testing, validation, and rollout of new features and enhancements.

• Provide Tier 2/3 support for ServiceNow related incidents and issues.

• User Experience & Adoption

• Review and refine ServiceNow interfaces for usability and consistency.

• Conduct training sessions, create documentation, and support end-user adoption.

• Partner with stakeholders to ensure solutions meet both technical and business expectations.

• Governance & Reporting

• Maintain documentation of business requirements, process flows, and configuration changes.

• Support governance processes by ensuring compliance with established standards and frameworks.

• Develop and deliver reports, dashboards, and KPIs within ServiceNow to track performance.

EXPERIENCE/EDUCATION REQUIREMENTS

• ServiceNow Certified System Administrator or Business Analyst certification (preferred).

• Bachelor’s degree in information systems, Business, or related field (or equivalent experience).

• 2-5 years of experience as a Business Analyst or Systems Analyst, ideally within ITSM or enterprise applications)

• ServiceNow platform knowledge (configuration & workflows)

• Experience working with ServiceNow (Incident, Problem, Change, CMDB, Knowledge, Request, or other modules).

• Requirements gathering & documentation

• User story creation & backlog management

• Strong skills in process mapping, documentation, and stakeholder communication.

• Business process analysis & improvement

• Testing & validation support

• Provide Tier 2/3 support for ServiceNow related incidents and issues.

• Strong communication & stakeholder management

• Familiarity with ITIL processes and IT service management best practices.

• Ability to work across technical and non-technical teams.

• Ability to develop & deliver reports, dashboards, & KPIS within ServiceNow to track performance

Compensation depends on experience but is typically $75-85K

ABOUT KORE1

Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, Engineering, Creative, Scientific, Accounting and Finance professionals in their career paths. We build deep relationships with leading companies, connecting them to exceptional talent every day. With extensive industry expertise and unmatched opportunities, our goal is to provide a unique experience for our contractors and consultants as they prepare for their next role. We are passionate about matching the right people with the right companies.

Kore1 provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kore1 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Kore1 expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Kore1’s employees to perform their job duties may result in discipline up to and including discharge.