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Senior ServiceNow Business Systems Analyst

Cognitive Minds LLCCA🇺🇸United StatesPosted 20 Aug 2026

Quick Overview

Seniority
Mid Senior
Work mode
Hybrid
Location
CA, United States
Posted
6 days ago
SOAPScrumAgileRESTStakeholder Management

Job Description

Job Title: Senior ServiceNow Business Systems Analyst
Location: San Jose, CA
Duration: Contract Position
About the Role
We are seeking a Senior ServiceNow Business Systems Analyst (BSA) with strong techno-functional expertise in the ServiceNow platform. The ideal candidate will combine strong Business Analysis skills with hands-on ServiceNow platform administration and implementation experience.
Candidates should have implementation experience with ITSM and SAM Pro. Experience with Now Assist and Employee Works is a plus.
Key Responsibilities
  • Gather, analyse, and document business requirements and translate them into user stories, functional specifications, and process flows.
  • Lead workshops and stakeholder discussions to identify process improvements and ServiceNow solutions.
  • Support end-to-end ServiceNow implementations, including requirements, testing, deployment, and post-go-live support.
  • Facilitate SIT, UAT, defect management, and production-readiness activities.
  • Manage production support activities, including incident triage, defect resolution, root-cause analysis, and enhancement requests.
  • Serve as the functional SME for ITSM and SAM processes and capabilities.
  • Collaborate with developers, administrators, architects, and business teams to deliver scalable ServiceNow solutions.
  • Support release planning, change management, and continuous improvement initiatives.
  • Support and manage ServiceNow production environments, including incident triage, issue resolution, root-cause analysis, and enhancements.
  • Support ServiceNow platform administration, including user/role management, email troubleshooting, data loads, upgrades, and ServiceNow Product Support cases.
Required Qualifications
  • Bachelor's degree in information systems, Computer Science, Business Administration, or a related field.
  • 5+ years of Business Systems Analyst experience.
  • 3+ years of ServiceNow platform administration experience.
  • Strong functional expertise in:
  • ITSM: Incident, Problem, Change, Request, Knowledge, and Service Catalog
  • Software Asset Management (SAM Pro)
  • Strong techno-functional understanding of the ServiceNow platform, including:
  • Business Rules
  • Client Scripts
  • UI Policies
  • Basic scripting concepts
  • Email notifications and inbound/outbound email processing
  • Import Sets and Transform Maps
  • Data loads
  • REST/SOAP integrations
  • Service Catalog items, workflows, and Flow Designer
  • Data visualizations and dashboards
  • User administration, role management, group management, and access governance
  • Experience using the ServiceNow Support Portal, researching known issues, engaging ServiceNow Product Support, and managing support cases through resolution.
  • Experience creating business requirements, user stories, process flows, functional specifications, and test scenarios.
  • Strong knowledge of Agile/Scrum methodologies and SDLC.
  • Excellent stakeholder management, communication, analytical, and problem-solving skills.
Preferred Qualifications
  • ServiceNow Certified System Administrator (CSA).
  • ServiceNow Certified Implementation Specialist (CIS) in ITSM and/or SAM.
  • Experience with CMDB and HAM.
  • Experience with Now Assist.
  • Experience with Employee Works.
  • Experience working in enterprise-scale ServiceNow environments.
  • Experience supporting ServiceNow platform upgrades and release management.

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