ServiceNow Business Analyst

RaceTrac; Atlanta (GA); On-site; USD 85,000 - 120,000; Full time

Job summary

RaceTrac is seeking a ServiceNow Business Systems Analyst to support and drive initiatives across the ServiceNow platform. This role partners with stakeholders to gather requirements and deliver both out-of-the-box and customized ServiceNow solutions. Up to 10% travel.

This role is based in Atlanta, GA at RaceTrac's Store Support Center (3 days in office). Not remote.

Qualifications

• Bachelor's degree in a related field preferred or equivalent experience.
• Experience supporting ServiceNow platforms and ITSM/CSM modules.
• Strong analytical and problem-solving skills; ability to manage multiple priorities.

Responsibilities

• Serve as the primary liaison between business stakeholders and technical teams.
• Lead stakeholder meetings to define outcomes, scope and success criteria.
• Write user stories and acceptance criteria; manage product backlog and sprint planning.

Skills

Stakeholder engagement

Business analysis

Agile

Communication

Facilitation

Backlog management

Education

Bachelor's degree

Tools

ServiceNow

ITSM/CSM

CMDB

Job description

RaceTrac is seeking a ServiceNow Business Systems Analyst to support and drive initiatives across the ServiceNow platform. This role is responsible for partnering with internal and external stakeholders to collaboratively gather business and technical requirements, generate creative solutions, and deliver both out‑of‑the‑box and customized ServiceNow applications. Up to 10% travel.

Location: This role is based in Atlanta, GA at RaceTrac's Store Support Center (3 days in office). This is not a remote-based position.

What You'll Do

Stakeholder Engagement & Business Analysis

• Serve as the primary liaison between business stakeholders and technical teams.
• Lead recurring stakeholder meetings to:
• Understand business needs, pain points, and current‑state processes.
• Define desired outcomes, scope, and measurable success criteria.
• Act as a trusted consultant, guiding stakeholders toward scalable, effective ServiceNow solutions.
• Manage stakeholder expectations and maintain alignment throughout the project lifecycle.
  

Requirements & Story Management

• Elicit, analyze, and document clear, complete, and testable requirements.
• Story Writing & Acceptance Criteria – Serve as the primary author of user stories and acceptance criteria; ensure clarity, testability, and alignment with business and technical goals.
• Documentation & Analysis – Create and maintain business process flows, data flows, dependency maps, and other required artifacts.
• Obtain formal stakeholder sign‑off on requirements and scope.
• Define and prioritize the product backlog, ensuring alignment with business objectives.
• Conduct backlog grooming, sprint planning, and review sessions to ensure timely delivery of value.
• Act as the primary point of contact for development teams, providing ongoing clarity about requirements and product vision.
• Contribute to product roadmaps and strategic initiatives, balancing priorities, resources, and timelines.

Agile Participation

• Sprint Planning – Clarify requirements and acceptance criteria to ensure stories are ready for development.
• Daily Standups – Report BA updates, including story readiness, clarifications, and blockers.
• Backlog Refinement – Refine stories, acceptance criteria, and business value; ensure backlog quality.
• Sprint Review – Support "show me" session demos, present functionality when needed, and capture stakeholder feedback.

What We're Looking For

• Bachelor's degree in computer science, Engineering, Information Technology, or a related field preferred.
• Experience supporting ServiceNow platforms.
• Strong understanding of ITSM, CSM, Scoped Applications, CMDB, and ServiceNow workflow capabilities.
• 2–4 years of experience as a Business Analyst or working within SDLC methodologies (Agile, DevOps, Lean, etc.).
• Strong analytical, problem‑solving, and organizational skills with the ability to manage multiple priorities.
• Excellent oral and written communication skills.
• Strong facilitation skills and demonstrated ability to work with cross‑functional teams preferred.

Fueled by Growth, Driven by You

At RaceTrac, our people make the difference. Whether you’re working in a store, at our corporate office, or on the road, you’ll be part of a team that brings energy, innovation, and a passionforserving others every day. We support each other, celebrate wins big and small, and create opportunitiesforgrowth at every level. With four operating divisions RaceTrac, RaceWay, Energy Dispatch, and Gulf -there’s always a new challenge to take on and a new path to pursue. Join us and discover how far your career can go.

#Servicenow

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All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.