ServiceNow Business Analyst

The Planet Group; Newport News (VA); Sur place; USD 75 000 - 110 000; Plein temps

Résumé du poste

The Planet Group is seeking a Senior IT Business Analyst with deep ServiceNow experience to join onsite in Newport News, VA. You will lead requirements, manage backlogs, and guide stakeholders through ITSM, ITOM, and CSM initiatives with a focus on automation and process improvement.

You will partner with business teams and IT to drive successful implementations, ensure clear specifications, and support testing, change management, and training in a global operating context.

Qualifications

• 5-7+ years IT Business Analyst experience.
• 3-5+ years ServiceNow platform experience.
• Experience with ITSM, ITOM, and CSM within ServiceNow.
• Familiarity with ITIL or service management frameworks.
• Strong experience in requirements gathering and backlog management.
• Experience working in Agile/Scrum environments.

Responsabilités

• Partner with business teams to identify system needs and document formal requirements.
• Serve as liaison between business users and IT for system implementations, upgrades, and enhancements.
• Lead training and change management efforts to prepare users for system changes.
• Provide day-to-day system support, resolve production issues, and coordinate with IT teams.
• Review existing processes to identify automation opportunities and implement improvements.
• Support report development and maintain documentation for requirements, testing, and performance issues.

Connaissances

Stakeholder engagement

Agile / Scrum

Requirements gathering

Process improvement

Business analysis

Formation

Bachelor's degree in business/information systems

Outils

ServiceNow

Description du poste

Onsite Requirements: Fully onsite, 5 days per week

Compensation Range: $75k - $110k

Introduction

We are seeking a Sr IT BA with expertise in ServiceNow. This person must have full functional knowledge of the system outside of the ITSM components. They will be heavily involved in sprint planning, story boarding, interacting with multiple levels of stakeholders, and automation at a global level. This person must have experience with Workflow Automation, change management, request management, incident management, QA/Testing (UAT) and have familiarity with scrum processes. The client is not looking for someone with technical development, but rather functional experience within ServiceNow across ITSM, CSM, ITOM, Service Management or related modules

Day-to-Day Responsibilities

• Business Analysis & Requirements: Partner with business teams to identify system needs and document formal requirements. Collaborate with technical teams to ensure requirements are clear, actionable, and aligned with business goals. Represent the functional area in planning discussions to prioritize initiatives and maximize value.
• Stakeholder Engagement: Serve as the primary liaison between business users and IT for system implementations, upgrades, and enhancements. Communicate progress on requests, coordinate resource needs, and ensure alignment across teams. Act as the go-to contact for resolving system performance issues and sharing updates with leadership.
• Training & Change Management: Lead efforts to prepare users for system changes through training programs, SOP development, and consistent communication. Establish super user forums and address process gaps to support adoption and long-term success.
• System Support & Troubleshooting: Provide day-to-day application support, resolve production issues, and coordinate with IT support teams. Respond to user inquiries, determine root causes, and deliver solutions or training as needed to maintain smooth operations.
• Process Improvement: Review existing business processes to identify opportunities for automation and increased efficiency. Recommend innovative uses of system functionality, implement improvements, and train users on new workflows and tools.
• Reporting & Documentation: Support report development by designing functional specifications and collaborating with technical teams. Maintain thorough documentation for requirements, testing scenarios, process changes, and performance issues to ensure transparency and continuity.
• Project Coordination: Apply project management skills to organize work streams, allocate resources, and meet timelines. Provide regular status updates and ensure deliverables align with business priorities and operational needs.

Required Skills & Qualifications

• 5-7+ years of IT Business Analyst experience
• 3-5+ years of ServiceNow platform experience
• Experience with ITSM, ITOM, and CSM within ServiceNow
• Familiarity with ITIL or service management frameworks
• Strong experience in requirements gathering and backlog management
• Experience working in Agile/Scrum environments
• Bachelor's Degree from an accredited four-year college or university in a business, information systems or related field and 5+ years of relevant experience in progressive IT related roles; or equivalent combination of education and experience, required.