ServiceNow Business Analyst*

San Bernardino County; California (MO); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Excellent benefits

Modified Benefits Option (MBO) wage-df

Job summary

San Bernardino County is seeking a skilled ServiceNow Business Analyst to bridge business stakeholders and technical teams, translating needs into scalable ServiceNow solutions. The role covers analysis, design, enhancements, and implementation of ServiceNow initiatives across the platform.

The ideal candidate will possess 3+ years in production environments, experience with requirements gathering, testing, process mapping, and strong collaboration with developers, QA, and product owners.

Qualifications

• Three (3) years full time equivalent experience in a production environment performing business systems analysis.
• Experience must include at least two of: requirements gathering, end user acceptance testing, process mapping, workflow diagramming, documenting business rules, feasibility studies, cost/benefit analysis.
• ServiceNow platform experience including requirements analysis, workflow/process analysis, system enhancements, testing, or implementation.

Responsibilities

• Partner with stakeholders and technical teams to gather, analyze, and document requirements for ServiceNow initiatives.
• Translate business needs into user stories, process flows, and acceptance criteria.
• Support design, implementation, and enhancement of ServiceNow solutions with administrators and developers.
• Facilitate workshops and interviews to identify needs and process improvements.
• Coordinate and manage ServiceNow initiatives from intake through implementation, including planning and risk management.

Skills

ServiceNow

Business analysis

Requirements gathering

Stakeholder communication

Education

Bachelor's degree in IT or related field

College coursework in information technology

Tools

ServiceNow Platform

Job description

The Innovation and Technology Department is seeking a skilled and collaborative ServiceNow Business Analyst* to support the ServiceNow team. The successful candidate will serve as a key liaison between business stakeholders and technical teams, helping translate business needs into effective, scalable, and user-focused ServiceNow solutions.

This position will participate in the analysis, design, enhancement, and implementation of ServiceNow solutions while helping identify opportunities to improve business processes, system functionality, and the overall user experience.

Responsibilities may include:

• Partner with business stakeholders, technical teams, and cross-functional partners to gather, analyze, and document business and system requirements for ServiceNow initiatives.
• Translate business needs into user stories, process flows, acceptance criteria, functional requirements, and other system documentation.
• Support the design, implementation, and enhancement of ServiceNow solutions across the platform. Provide functional analysis and coordination with ServiceNow administrators and developers responsible for technical configuration and development.
• Facilitate workshops, interviews, and working sessions to understand business needs, identify process improvements, and define system requirements.
• Analyze current-state and future-state business processes and recommend efficient, scalable, and sustainable solutions.
• Collaborate with developers, product owners, QA teams, and other technical professionals to ensure requirements are clearly understood and solutions meet business needs.
• Assist with testing activities, including test planning, test case development, execution support, defect identification, and validation of delivered functionality.
• Review proposed solutions and functionality to ensure alignment with business requirements, technical standards, and established ServiceNow practices.
• Maintain clear and accurate requirements, process, testing, and system documentation. Develop and maintain business-facing documentation, job aids, and training materials as needed.
• Coordinate and manage ServiceNow initiatives from intake through implementation, including project planning, milestone tracking, risk and issue management, dependency coordination, status reporting, and stakeholder communication.
• Develop and facilitate user training sessions, demonstrations, workshops, and supporting materials when needed to support successful adoption of new or changed ServiceNow processes and functionality.
• Participate in system implementations, enhancements, upgrades, and other ServiceNow-related projects.
• Support effective communication between business and technical teams throughout the system development and implementation lifecycle.
• Identify opportunities to improve system functionality, streamline processes, and enhance the use of ServiceNow across the organization.

Official job title: Business Systems Analyst III; for more detailed information, refer to the Business Systems Analyst III job description.

EXCELLENT BENEFITS

To review the job-specific benefits, refer to: Summary of Benefits and the Memoranda of Understanding (MOU)

The County also offers an alternative Modified Benefits Option (MBO) that provides a wage differential.

CONDITIONS OF EMPLOYMENT

Pre-Employment Process: Incumbent must successfully complete a background investigation (fingerprinting and work history/education check) in addition to a job-related physical exam, including a drug test.

Travel: Travel throughout the County may be required and employees will be required to make provisions for such transportation.

Shift: Some positions require availability for night and swing shifts, weekends, and on-call, including holidays as needed. Indicate availability on application.

Sponsorship: Please note San Bernardino County is not able to consider candidates who will require visa sponsorship at the time of application or in the future. Candidates must be able to present their legal right to work in the United States.

Candidates MUST meet the required experience and education in order to qualify.

REQUIRED EXPERIENCE

Three (3) years full time equivalent experience, within the past five (5) years, in a production environment performing business systems analysis.

Experience MUST include at least two (2) the following:

• Three (3) years full time equivalent experience in at least four (4) of the following areas: requirements gathering, end user acceptance testing, process mapping, workflow diagramming, documenting business rules, feasibility studies, and cost/benefit analysis.
• Three (3) years full time equivalent experience the ServiceNow platform, including requirements analysis, workflow or process analysis, system enhancements, testing, or implementation.
• At least one (1) year full-time equivalent experience managing IT projects while leading IT staff.

REQUIRED EDUCATION

T hirty (30) semester (45 quarter) units of completed college level coursework from and accredited** college or university in information technology, business administration or a closely related field.

Applicants must submit a list of coursework or unofficial transcripts, unless a Bachelor's degree has been conferred in a qualifying field.

EDUCATION SUBSTITUTION: One (1) year of additional qualifying experience may substitute for the required education.

**Qualifying degrees and coursework must be conferred by institutions accredited by an accrediting body recognized by the U.S. Department of Education. Degrees earned outside the United States must be accompanied by an evaluation from a recognized credential evaluation service verifying U.S. equivalency.

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The ideal candidate will possess:

• A Bachelor's degree in information technology, business administration, or a closely related field.
• Experience serving as a Business Analyst or Business Systems Analyst supporting enterprise applications or ServiceNow implementations.
• Experience managing IT projects in a leadership role. Experience coordinating ServiceNow initiatives, system implementations, or cross-functional technology projects is highly desirable.
• Experience working in collaboration with developers, system administrators, product owners, QA professionals, and business stakeholders.
• Familiarity with software development and implementation methodologies, including Agile practices.
• Strong analytical, problem-solving, communication, and documentation skills.
• Ability to manage multiple priorities and effectively communicate technical information to both technical and non-technical audience.
• Experience facilitating user training, demonstrations, workshops, or change-adoption activities for enterprise technology solutions.

Examination Procedure:

There will be a competitive evaluation of qualifications based on the information provided in the Application and the Supplemental Questionnaire. You are encouraged to include detailed descriptions of your qualifying experience and skills, as only the most highly qualified applicants will be referred to the Department.

Equal Employment Opportunity (EEO) / Americans with Disabilities Act (ADA):

San Bernardino County is an Equal Employment Opportunity (EEO) and Americans with Disabilities Act (ADA) compliant employer, dedicated to ensuring equal employment opportunities for all employees and applicants.

ADA Accommodation:

If you have a disability and need accommodations during the testing process, please submit the Special Testing Accommodations Request Form (Download PDF) within one week of the recruitment filing deadline.

Veterans' Preference:

Eligible veterans, their spouses, or widows/widowers who are not current County employees may receive additional Veterans' Preference points. For details and instructions on how to request these points, please refer to the Veterans' Preference Policy.

For more important details, review the Applicant Information and County Employment Process.