ServiceNow Business Analyst

Prattwhitney; United States; Remote; USD 87,000 - 165,000; Full time

Benefits offered by this job

Parental leave

Flexible work schedules

Educational assistance

Employee recognition

Job summary

RTX is seeking an ITSM ServiceNow Business Analyst to capture and implement requirements for Incident, Problem, and Change Management within the ServiceNow platform. You will work closely with stakeholders and IT teams to translate business needs into acceptance criteria and ensure successful delivery.

The role emphasizes collaboration with architects and developers, test script creation, and continuous improvement of enterprise-scale ITSM processes.

Qualifications

• Typically requires a STEM degree with a minimum of 5 years of relevant experience.
• Strong knowledge of ServiceNow ITSM processes, including Incident, Problem and Change Management.
• Ability to translate business needs into functional specifications and acceptance criteria.
• Experience creating test scripts and supporting defect analysis and reporting.
• Excellent communication, analytical and problem-solving skills.

Responsibilities

• 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.
• Develop test scripts, validate story completion, and support defect analysis and reporting.
• Collaborate with architects and developers to align with ServiceNow design standards and best practices.
• Maintain understanding of business workflows and ServiceNow ITSM module behavior.
• Create knowledge articles and documentation for technical and business audiences.
• Support ongoing platform enhancements and continuous improvement efforts.

Skills

ITSM knowledge

Stakeholder collaboration

Requirements gathering

Agile methodologies

Analytical thinking

Excel

Visio

ServiceNow

Education

STEM degree

Tools

ServiceNow

Excel

Visio

Reporting/Dashboards

Job description

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

ServiceNow is essential to how our organization delivers and supports technology services. You will join a collaborative ServiceNow team that includes architects, developers, technical product managers, and business analysts, and contribute to the ongoing evolution of enterprise-scale implementation. Your work will directly influence:

• 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

• 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.

We Prefer

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

What We Offer

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.

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.

Location

This position is remote.

Salary Range

The salary range for this role is 86,800 USD - 165,200 USD.

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.

Equal Opportunity

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.

Privacy Policy and Terms:

RTX is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry‑leading businesses – Collins Aerospace, Pratt & Whitney, and Raytheon. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, Virginia.