ServiceNow Business Analyst

Title:ServiceNow Business Analyst

Location:Holmdel, NJ (min 3 days onsite)

Duration:Long term

Job Summary

We are seeking an experienced Technology Governance Business Analyst to support the development and implementation of a Technology Governance Intake & Approval Management System built on the ServiceNow platform.

The objective of this program is to standardize and streamline how technology requests are submitted, assessed, reviewed, prioritized, routed, and approved across the organization.

The ideal candidate will have strong experience in business analysis, technology governance, IT service management, workflow/process design, and preferably ServiceNow implementations. Experience within the Insurance industry is highly preferred.

Key Responsibilities

Business Analysis & Requirements

• Work closely with business, technology, governance, risk, compliance, and other stakeholders to understand current processes and business needs.
• Conduct stakeholder interviews, workshops, and requirements-gathering sessions.
• Document business, functional, and process requirements.
• Translate business requirements into clear and actionable functional specifications for the ServiceNow implementation team.
• Identify process gaps, inefficiencies, dependencies, and opportunities for automation.
• Develop user stories, acceptance criteria, process flows, use cases, and business requirements documentation.

Technology Governance & Intake

• Support the design and implementation of a standardized Technology Governance Intake and Approval process.
• Define how technology requests should be submitted, categorized, assessed, prioritized, reviewed, and approved.
• Help establish appropriate approval workflows, governance checkpoints, routing rules, and decision criteria.
• Work with stakeholders to define governance requirements and approval matrices.
• Ensure technology requests are routed to the appropriate teams and governance bodies.
• Support standardization of governance processes across different technology functions.

ServiceNow / ITSM

• Collaborate with ServiceNow developers, administrators, architects, and implementation teams.
• Provide functional requirements and guidance for ServiceNow workflow configuration.
• Participate in ServiceNow solution design discussions from a business/functional perspective.
• Validate that the ServiceNow solution meets documented business and governance requirements.
• Experience with ServiceNow ITSM, workflow, request management, catalog, or governance-related implementations is preferred.
• Experience with comparable Service Management or Technology Governance platforms will also be considered.

Process Design & Improvement

• Analyze existing technology intake and approval processes and recommend improvements.
• Create current-state and future-state process maps.
• Identify opportunities to improve efficiency, transparency, governance, and accountability.
• Help define standardized workflows and operating procedures.
• Support automation of manual governance and approval activities.

Testing & Implementation

• Develop and review test scenarios and test cases based on business requirements.
• Participate in System Integration Testing (SIT), User Acceptance Testing (UAT), and functional validation.
• Coordinate with business stakeholders to validate functionality.
• Track defects, clarify requirements, and support resolution with technical teams.
• Assist with implementation, rollout, training, and user adoption activities.

Reporting & Governance

• Help define reporting and dashboard requirements for technology intake and governance.
• Support visibility into request volumes, status, prioritization, approvals, aging, and decision outcomes.
• Ensure governance processes provide appropriate auditability and traceability.
• Support continuous improvement of governance processes after implementation.

Required Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, or a related field.
• Strong experience as a Business Analyst, IT Business Analyst, Technology Business Analyst, or Process Analyst.
• Experience with technology governance, IT service management, technology intake, workflow, or approval processes.
• Strong requirements gathering and documentation skills.
• Experience creating:
  • Business Requirements Documents (BRDs)
  • Functional Requirements Documents (FRDs)
  • User Stories
  • Acceptance Criteria
  • Process Flows
  • Use Cases
  • Requirements Traceability Matrix (RTM)
• Strong stakeholder management and communication skills.
• Experience working with cross-functional enterprise technology teams.

Preferred Qualifications

• Experience with ServiceNow implementations.
• Experience with ServiceNow ITSM, Request Management, Service Catalog, workflow, or governance solutions.
• Experience with comparable Service Management / Technology Governance tools.
• Insurance industry experience is strongly preferred.
• Experience working in large, complex enterprise environments.
• Understanding of technology risk, compliance, governance, and approval processes.
• Experience with Agile/Scrum methodologies and tools such as Jira and Confluence.
• Experience working with distributed/global teams.

Key Skills

Primary Skills:

• Business Analysis
• Technology Governance
• ServiceNow
• ITSM
• Requirements Gathering
• Process Mapping
• Workflow Design
• Intake & Approval Management
• Stakeholder Management
• User Stories & Acceptance Criteria
• UAT / SIT
• Process Improvement

Secondary Skills:

• Technology Risk & Compliance
• Governance Frameworks
• Service Management
• Agile/Scrum
• Jira
• Confluence
• Reporting & Dashboards
• Change Management

Industry Preference

Insurance industry experience is highly preferred, particularly candidates who have worked with enterprise technology governance, IT operations, ITSM, risk, compliance, or technology portfolio processes within insurance organizations.

Candidate Profile

The ideal candidate is a Business Analyst with strong technology governance and ServiceNow experience who can bridge the gap between business stakeholders and technical implementation teams.

The candidate should be comfortable understanding complex governance processes, documenting requirements, designing future-state workflows, facilitating stakeholder discussions, and working closely with ServiceNow teams to deliver an effective enterprise solution.