ServiceNow ITSM Technical Business Analyst

Integrated Resources, Inc ( IRI ); Lutz (FL); Hybrid; USD 68,880 - 82,656; Full time

Benefits offered by this job

Referral bonus for successful placements

Job summary

A technology solutions company in Florida is seeking a skilled ServiceNow ITSM Technical Business Analyst. The role involves analyzing business requirements, collaborating with developers, and supporting ServiceNow configurations. Ideal candidates have experience in the ServiceNow platform and a strong ITIL foundation. This position offers a pay rate of $50 - $60 per hour on a W2 contract, with a blend of onsite and remote work.

Qualifications

• 2+ years of experience as a Business Analyst focused on the ServiceNow platform, 5 years preferred.
• Deep functional and technical knowledge of the ServiceNow ITSM suite.
• Excellent analytical, problem-solving, and communication skills.

Responsibilities

• Elicit, analyze, and document business requirements for ServiceNow ITSM projects.
• Translate business needs into actionable User Stories.
• Conduct gap analysis between current processes and ServiceNow capabilities.

Skills

Business Analysis

ServiceNow ITSM

Agile/Scrum

ITIL Framework

Analytical Skills

Communication Skills

Education

Bachelor’s degree in Computer Science, Information Systems, Business, or related field

Tools

ServiceNow

Reporting Tools

Job description

ServiceNow ITSM Technical Business Analyst

Duration: 06 Months (Possible for Extension)
Pay Rate: $50 - $60 per hour on W2
Work Location: Onsite 5 days a week, then 4 days remote

ITIL Foundation Certification strongly preferred.

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 detailed, clear, and actionable User Stories and acceptance criteria for the development team.
• Conduct gap analysis between current state processes and ServiceNow platform capabilities, recommending solutions that maximize out-of-the-box functionality.
• Define and document non‑functional requirements such as performance, security, and data integrity.
• Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user‑friendly solutions within the platform.
• Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.
• Support the configuration and customization of ServiceNow modules in partnership with technical teams.
• Actively participate in Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives).
• Develop comprehensive test plans, test cases, and coordinate system integration testing (SIT).
• Facilitate and support User Acceptance Testing (UAT) with end‑users and process owners.
• Create and maintain detailed documentation, including process maps, knowledge articles, and end‑user training materials.
• Provide post‑implementation support and address user feedback to drive continuous improvement.
• Serve as the primary liaison between IT process owners, end‑users, and the technical delivery team.
• Facilitate working sessions and workshops to drive consensus and clarify requirements.
• Proactively identify opportunities for process optimization and automation within the ITSM landscape.
• Stay current with ServiceNow features, releases, and ITSM industry best practices.

Required Qualifications

• 2+ years of experience as a Business Analyst focused on the ServiceNow platform. (Software Configuration Analyst required.) 5 years preferred.
• Deep functional and technical knowledge of the ServiceNow ITSM suite, including Change Management and Knowledge Management.
• Solid understanding of the ITIL framework and processes (certification is a plus).
• Proven experience working in an Agile/Scrum delivery model.
• Excellent analytical, problem‑solving, and critical‑thinking skills.
• Exceptional written and verbal communication skills, ability to explain complex technical concepts to non‑technical stakeholders.
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field, or equivalent experience.

Must Have Qualifications

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM.
• ITIL Foundation Certification (v3 or v4).
• Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM).
• Familiarity with data analysis, reporting tools, and performance dashboards within ServiceNow.
• Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules).

We offer a referral bonus for successful placements.