ServiceNow Business Analyst

Saicon; Omaha (NE); On-site; USD 90,000 - 120,000; Full time

Job summary

Saicon is seeking a ServiceNow Business Analyst in Omaha to gather requirements, translate them into user stories, and design ITIL-aligned processes. You will collaborate with stakeholders, Product Owners, and developers to refine backlogs, review designs, and support testing and UAT.

Ideal candidates have 3–5+ years in business analysis, ServiceNow exposure, and strong communication skills. Familiarity with ALM tools and agile methods is required.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• 3–5+ years of business analysis experience, with ServiceNow exposure preferred.
• Hands-on familiarity with the ServiceNow platform (ITSM modules; catalog, flows, reporting).
• Working knowledge of ITIL processes and Agile (Scrum/Kanban).
• Experience with ALM tools like Azure DevOps, JIRA, Rally or ServiceNow Agile Development.
• Excellent oral and written communication with all levels of the organization.

Responsibilities

• Requirements Gathering: meet stakeholders to understand workflows and goals.
• Solution Translation: convert requirements into ServiceNow user stories and specs.
• Process Design: map current and future ITIL-aligned processes.
• Backlog Support: refine, prioritize and sequence backlog with Product Owner.
• Delivery Collaboration: work with developers to clarify designs and resolve questions.
• Testing and UAT: write test cases and facilitate user acceptance testing.
• Adoption and Change: support release communications and training materials.
• Continuous Improvement: identify enhancements via reports and feedback.

Skills

Requirements analysis

Stakeholder communication

User stories

ITIL familiarity

Education

Bachelor's degree in a related field

Tools

Azure DevOps

JIRA

Rally

ServiceNow Agile Development

Job description

• Requirements Gathering: Meet with business stakeholders and process owners to understand current workflows, pain points and goals; elicit and document business and functional requirements.
• Solution Translation: Translate requirements into ServiceNow user stories, acceptance criteria and functional specifications, favoring out-of-the-box capabilities and configuration over customization.
• Process Design: Map current- and future-state processes (incident, problem, change, request, knowledge, etc.) aligned with ITIL best practices.
• Backlog Support: Partner with the ServiceNow Product Owner to refine, prioritize and sequence the backlog; participate in sprint planning, reviews and retrospectives.
• Delivery Collaboration: Work closely with ServiceNow developers and engineers to clarify requirements, review designs and resolve questions during build.
• Testing and UAT: Collaborate with QA to write test cases from acceptance criteria; plan and facilitate user acceptance testing with business users.
• Adoption and Change: Support release communications, training materials, knowledge articles and post-go-live feedback to drive adoption.
• Continuous Improvement: Use platform reporting and stakeholder feedback to identify enhancement opportunities and new module use cases.

Key Responsibilities

• Requirements Gathering: Meet with business stakeholders and process owners to understand current workflows, pain points and goals; elicit and document business and functional requirements.
• Solution Translation: Translate requirements into ServiceNow user stories, acceptance criteria and functional specifications, favoring out-of-the-box capabilities and configuration over customization.
• Process Design: Map current- and future-state processes (incident, problem, change, request, knowledge, etc.) aligned with ITIL best practices.
• Backlog Support: Partner with the ServiceNow Product Owner to refine, prioritize and sequence the backlog; participate in sprint planning, reviews and retrospectives.
• Delivery Collaboration: Work closely with ServiceNow developers and engineers to clarify requirements, review designs and resolve questions during build.
• Testing and UAT: Collaborate with QA to write test cases from acceptance criteria; plan and facilitate user acceptance testing with business users.
• Adoption and Change: Support release communications, training materials, knowledge articles and post-go-live feedback to drive adoption.
• Continuous Improvement: Use platform reporting and stakeholder feedback to identify enhancement opportunities and new module use cases.

Required Qualifications

• Bachelor's degree in a related field or equivalent work experience
• 3-5+ years of business analysis experience, with at least 2 years on ServiceNow implementations or enhancements
• Hands-on familiarity with the ServiceNow platform (ITSM modules; Service Catalog, workflows/Flow Designer, forms, reporting)
• Working knowledge of ITIL processes
• Knowledge of Agile methodologies (Scrum, Kanban) and writing user stories with acceptance criteria
• Experience with application lifecycle management tools such as Azure DevOps, JIRA, Rally or ServiceNow Agile Development
• Excellent oral and written communication skills with all levels of the organization and with outside parties, including vendors

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
• ITIL v4 Foundation certification
• Experience with additional modules such as HRSD, ITOM, ITAM/SAM, SecOps or CSM
• Insurance or financial services industry experience
• Familiarity with continuous integration/continuous delivery practices