ServiceNow Business Analyst - Shape ITSM Workflows

ELECTROSOFT; Washington (District of Columbia); On-site; USD 85,000 - 105,000; Full time

Job summary

Electrosoft Services, LLC is seeking a detail-oriented ServiceNow Business Analyst to join our team. You will act as the primary liaison between business stakeholders and IT, ensuring that ServiceNow solutions align with organizational objectives and business needs.

The ideal candidate will lead requirements-gathering sessions, analyze current-state and future-state workflows, and work with administrators, developers, and architects to implement ITSM, ITOM, CSM, HRSD, and related modules.

Qualifications

• Minimum of five (5) years of experience as a Business Analyst, Functional Analyst, or similar role supporting ServiceNow implementations, enhancements, or platform operations.
• Strong experience with ServiceNow modules such as ITSM, ITOM, CSM, HRSD, Asset Management, CMDB, Knowledge Management, and Service Catalog.
• Excellent communication and stakeholder management skills are essential.
• Active IT-II Non-Critical Sensitive security clearance or a Tier 3 (T3) investigation at the time of proposal submission.

Responsibilities

• Lead requirements-gathering sessions, workshops, and stakeholder interviews to elicit, define, and document business processes and requirements.
• Analyze current-state (as-is) and future-state (to-be) workflows leveraging ServiceNow capabilities and best practices.
• Create detailed functional requirements, user stories, process flows, and acceptance criteria to support ServiceNow development and configuration activities.
• Conduct gap analyses to identify differences between business requirements and out-of-the-box ServiceNow functionality, recommending scalable and cost-effective solutions.
• Collaborate closely with ServiceNow administrators, developers, solution architects, and technical teams to ensure solutions align with business requirements.
• Support the implementation and enhancement of ServiceNow modules, including ITSM, ITOM, CSM, HRSD, or other platform capabilities, as applicable.
• Develop and execute test strategies, test scripts, and user acceptance testing (UAT) activities to validate solution quality and business readiness.
• Facilitate stakeholder reviews, demonstrations, and training sessions to drive adoption and maximize business value from the ServiceNow platform.
• Provide ongoing functional support, troubleshooting assistance, and process improvement recommendations following implementation.

Skills

ServiceNow

ITSM

ITOM

CSM

HRSD

Asset Management

CMDB

Knowledge Management

Requirements gathering

Stakeholder management

Communication skills

Job description

Electrosoft Services, LLC is seeking a detail-oriented ServiceNow Business Analyst to join our team. You will act as the primary liaison between business stakeholders and IT, ensuring that ServiceNow solutions align with organizational objectives and business needs.

The ideal candidate will lead requirements-gathering sessions, analyze current-state and future-state workflows, and work with administrators, developers, and architects to implement ITSM, ITOM, CSM, HRSD, and related modules.