ServiceNow ITSM Technical Business Analyst

Strategic Staffing Solutions; Lutz (FL); On-site; USD 69,327 - 98,739; Part time

Job summary

A leading staffing solutions provider is seeking a ServiceNow ITSM Technical Business Analyst to bridge business needs and technical teams. The ideal candidate should have strong skills in ITIL processes and ServiceNow. Responsibilities include gathering requirements, translating them into actionable User Stories, and collaborating with development teams. Qualifications include a relevant bachelor's degree and experience with Agile delivery. This contract position offers competitive pay and operates within the IT Services industry.

Qualifications

• 3+ years of experience as a Business Analyst focusing on ServiceNow.
• Strong understanding of ITIL processes.
• Proven experience in Agile/Scrum delivery model.

Responsibilities

• Elicit, analyze, document business requirements.
• Translate business needs into User Stories.
• Conduct gap analyses and recommend solutions.

Skills

Business Analysis

ServiceNow ITSM

Analytical skills

Problem-solving

Communication skills

Education

Bachelor's degree in Computer Science or related

Tools

ServiceNow

ITIL framework

Job description

ServiceNow ITSM Technical Business Analyst

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Job Title: ServiceNow ITSM Technical Business Analyst

Pay: Up to $61/hr W2 ONLY

Reports To: IT Director or Product Owner

Job Summary

The ServiceNow ITSM Technical Business Analyst (BA) serves as a vital bridge between business stakeholders and the technical development team, focusing on the ServiceNow IT Service Management (ITSM) suite. This role is responsible for eliciting, analyzing, documenting, and validating requirements for new features, enhancements, and process improvements across core ITSM modules such as Incident, Problem, Change, Service Catalog, and CMDB.

The ideal candidate combines a deep understanding of ITIL processes with hands-on technical proficiency in the ServiceNow platform, ensuring business needs are effectively translated into scalable and high-quality solutions.

Key Responsibilities

• Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements.
• Translate high-level business needs into clear, actionable User Stories and acceptance criteria for the development team.
• Conduct gap analyses between current processes and ServiceNow capabilities, recommending solutions that leverage out-of-the-box functionality.
• Define and document non-functional requirements such as performance, security, and data integrity.
• Collaborate with ServiceNow Architects and Developers to design scalable, efficient, and user-friendly solutions within the platform.
• Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.
• Support configuration and customization of ServiceNow modules alongside the technical team.
• Actively participate in Agile/Scrum ceremonies including sprint planning, backlog refinement, and retrospectives.
• Develop and execute test plans and test cases for system integration testing (SIT).
• Facilitate and support User Acceptance Testing (UAT) to ensure business requirements are fully met.
• Create and maintain process documentation, knowledge articles, and training materials for end-users.
• Provide post-implementation support, troubleshooting, and drive continuous improvement initiatives.
• Act as the primary liaison between IT process owners, end-users, and development teams.
• Lead working sessions and workshops to gather requirements and align stakeholders.
• Proactively identify opportunities for process optimization and automation within ITSM.
• Stay up to date on ServiceNow releases, new features, and ITSM best practices.

Required Qualifications

• X+ years of experience as a Business Analyst with a focus on the ServiceNow platform.
• Deep functional and technical knowledge of ServiceNow ITSM modules, including:
• Change Management
• Knowledge Management
• Strong understanding of the ITIL framework and processes (certification preferred).
• Proven experience working in an Agile/Scrum delivery model.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent written and verbal communication skills, capable of bridging technical and non-technical audiences.
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field, or equivalent experience.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) – ITSM.
• ITIL Foundation Certification (v3 or v4).
• Experience with additional ServiceNow modules such as CSM, HRSD, ITOM, or SPM.
• Familiarity with data analysis and reporting tools within ServiceNow.
• Basic scripting or configuration experience (e.g., workflows, UI policies, business rules).

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology

Industries

• IT Services and IT Consulting