ServiceNow Process Analyst

Kforce Inc; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Kforce is seeking a ServiceNow Process Analyst in NYC to gather requirements for new and existing service requests, analyze catalog offerings, and design workflows. You will facilitate workshops, write user stories, support testing and deployment, and coordinate with offshore teams while ensuring delivery of project objectives.

The role requires 3+ years of ServiceNow ITSM experience, strong communication skills, and the ability to work independently within Agile teams.

Qualifications

• Strong experience with ServiceNow ITSM and related modules.
• Proven ability to document business processes and requirements.
• Experience creating user stories and supporting Agile delivery teams.
• Excellent stakeholder management and communication skills.
• Experience leading workshops, discovery sessions, or design meetings.
• Ability to coordinate with offshore delivery teams.

Responsibilities

• Gather and document business requirements for new and existing service requests.
• Analyze and rationalize service catalog offerings for standardization.
• Facilitate workshops and discovery sessions with stakeholders.
• Design request fulfillment workflows and approval processes.
• Create user stories and functional requirements; support testing and deployment.
• Coordinate UAT and ensure successful delivery of project objectives.

Skills

ServiceNow ITSM

Requirements gathering

Stakeholder management

Agile delivery

Workshops facilitation

Offshore delivery

User stories

Knowledge catalog

Job description

Responsibilities

Kforce has a client in NYC that is seeking a ServiceNow Process Analyst. Key Responsibilities:

• Gather and document business requirements for new and existing service requests
• Analyze and rationalize service catalog offerings to identify duplication and standardization opportunities
• Facilitate workshops and discovery sessions with stakeholders
• Design request fulfillment workflows and approval processes
• Create user stories, process documentation, and functional requirements
• Support implementation activities through testing, deployment, and go-live

Knowledge Management

• Support modernization of Knowledge Management processes and governance
• Assist with evaluating existing knowledge structures and defining future-state solutions
• Help drive automation efforts associated with large-scale knowledge article migration initiatives
• Document business requirements and process improvements
• Partner with product owners, service owners, process owners, and business stakeholders
• Lead working sessions and requirements workshops
• Document decisions, risks, action items, and business requirements
• Build consensus and drive alignment across teams
• Work closely with offshore ServiceNow development teams
• Translate business requirements into actionable user stories and functional specifications
• Clarify requirements, answer development questions, and review solution designs
• Monitor progress and support successful delivery of project objectives
• Coordinate User Acceptance Testing (UAT)
• Review test scenarios and business test plans
• Facilitate stakeholder participation during testing cycles
• Assist with deployment readiness and implementation activities

Requirements

• 3+ years of ServiceNow ITSM experience
• Experience supporting Service Catalog and Request Fulfillment initiatives
• Strong requirements gathering and business process documentation skills
• Experience creating user stories and supporting Agile delivery teams
• Excellent stakeholder management and communication skills
• Experience facilitating workshops, discovery sessions, or design meetings
• Ability to work independently and proactively drive work forward
• Experience working with offshore delivery teams

Preferred Qualifications

• ITIL Foundation Certification
• Consulting or professional services experience
• Exposure to ServiceNow Knowledge Management
• Experience supporting enterprise-wide ServiceNow implementations
• Familiarity with ITIL processes and ITSM best practicesExperience coordinating cross-functional teams in large organizations

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.