ServiceNow Business Analyst

RTX; Salem (OR); Remote; USD 87,000 - 165,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) match

Flexible work schedules

Educational assistance

Parental leave

Job summary

RTX is seeking an ITSM ServiceNow Business Analyst to capture and implement requirements for the ITSM product area, focusing on Incident, Problem, and Change Management. You will translate business needs into acceptance criteria and work with IT teams to ensure effective ServiceNow implementation.

The role requires collaboration with stakeholders, developers, and architects to maintain platform stability and drive modernization, automation, and reporting improvements across thousands of internal

Qualifications

• Typically requires a STEM degree and 5+ years of relevant experience.
• 4+ years as a Business Analyst, with 2+ years on ServiceNow.
• Strong understanding of ITSM processes and ServiceNow modules (Incident, Problem, Change).
• Ability to translate business needs into functional specifications and technical solutions.
• Excellent analytical, communication, and testing skills.
• Proficiency with Excel and Visio for analysis and process mapping.

Responsibilities

• Gather and define requirements with stakeholders for ITSM objectives.
• Create detailed user stories and acceptance criteria.
• Ask clarifying questions to ensure completeness and feasibility.
• Develop test scripts and validate story completion.
• Collaborate with architects and developers to align with ServiceNow design standards.
• Maintain understanding of business workflows and ServiceNow ITSM behavior.
• Create knowledge articles for technical and business audiences.
• Support platform enhancements and continuous improvement.

Skills

ITSM

Stakeholder collaboration

Requirements gathering

Acceptance criteria

Analytical thinking

Excel

Visio

Testing

Education

B.S. in STEM

Tools

ServiceNow

NowAssist

CSA certification

Microsoft Excel

Job description

Date Posted: 2026-11-05

Country: United States of America

Location: US-OR-REMOTE

Position Role Type: Remote

U.S. Citizen, U.S. Person, or Immigration Status Requirements: Must be authorized to work in the U.S. without the company’s immigration sponsorship now or in the future. The company will not offer immigration sponsorship for this position. The company will not seek an export authorization for this role.

Security Clearance Type: None/Not Required

Security Clearance Status: Not Required

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense.

The following position is to join our RTX Enterprise Services team:

The ITSM ServiceNow Business Analyst will be responsible for the capture and implementation of requirements for the ITSM product area, with a primary focus on Incident, Problem, and Change Management. This role involves working closely with Stakeholders and IT teams to understand business requirements, translating them into acceptance criteria for development, and ensuring the effective implementation of those requirements into the ServiceNow platform.

Why This Role Matters

• ITSM process efficiency and automation
• The quality and consistency of Incident, Problem, and Change workflows
• User experience for thousands of internal customers
• Platform stability, scalability, and operational excellence
• Modernization initiatives including workflow optimization, improved automation, and enhanced reporting

What You Will Do

• Partner with stakeholders to gather and define requirements aligned with ITSM objectives
• Create detailed user stories and acceptance criteria reflecting business needs and technical considerations
• Ask probing questions to ensure requirements are complete, feasible, and aligned with platform capabilities
• Develop test scripts, validate story completion, and support defect analysis and reporting
• Collaborate closely with architects and developers to ensure alignment with ServiceNow design standards and best practices
• Maintain a holistic understanding of business workflows and ServiceNow ITSM module behavior
• Create knowledge articles and documentation for both technical and business audiences
• Support ongoing platform enhancements, continuous improvement efforts, and other duties as required

Qualifications You Must Have

• Typically requires a degree in Science,Technology, Engineering or Mathematics (STEM) and a minimum of 5 years of prior relevant experience unless prohibited by local laws/regulations.
• 4+ years of experience as a Business Analyst, including at least 2 years of direct experience supporting or working with the ServiceNow platform.
• Strong understanding of ServiceNow ITSM processes, platform best practices, and hands-on experience with Incident, Problem, and Change Management modules.
• Proven ability to collaborate with SMEs, business stakeholders, developers, and internal customers to gather requirements, define functional specifications, and translate business needs into technical solutions.
• Excellent analytical, critical-thinking, and problem-solving abilities, with proficiency in Microsoft Excel and Visio for data analysis, documentation, and process mapping.
• Strong communication and interpersonal skills, with familiarity in Agile methodologies, backlog refinement, and testing activities. Working knowledge of ServiceNow SLAs, Notifications, Reporting/Dashboards, and basic CMDB relationships preferred

Qualifications We Prefer

• IIBA certification or equivalent
• ITIL and / or BPM certification
• ServiceNow ITSM, NowAssist, CSA certification or equivalent

What We Offer

Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

The salary range for this role is 86,800 USD - 165,200 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.