ServiceNow Business Analyst

Role: Senior ServiceNow Business Systems Analyst

Location: San Jose, CA

Position Summary

We are seeking a Senior ServiceNow Business Systems Analyst (BSA) with strong techno-functional expertise in the ServiceNow platform. This role will partner with business stakeholders and technical teams to deliver ServiceNow solutions across new implementations, enhancements, and production support engagements. The ideal candidate will possess a blend of business analysis, platform administration, troubleshooting, and process improvement experience, with deep knowledge of ITSM and Software Asset Management (SAM). Experience with Now Assist and/or Employee Works is a plus.

Key Responsibilities

• Gather, analyze, and document business requirements; 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 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 engagement with ServiceNow Product Support for issue resolution.

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, Service Catalog)
• Software Asset Management (SAM Pro)
• Strong techno-functional understanding of the ServiceNow platform, including:
• Conceptual knowledge of Business Rules, Client Scripts, UI Policies, and basic scripting.
• Email notifications, inbound/outbound email processing, and email troubleshooting for execution failures.
• Import Sets and Transform Maps.
• Data loads, REST/SOAP integrations, third-party platform integrations
• Service Catalog items, workflows, and flow designer.
• Data visualizations and dashboards.
• User administration, role management, group management, and access governance.
• Using the ServiceNow Support Portal to research known issues, engage with ServiceNow Product Support, and manage support cases through resolution.
• Experience creating business requirements, user stories, process flows, functional specifications, and test scenarios.
• Strong understanding 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 (ITSM and/or SAM).
• Experience with CMDB, HAM, NowAssist, EmployeeWorks.
• Experience in enterprise-scale ServiceNow environments.
• Experience supporting platform upgrades and release management

Ideal Candidate

The ideal candidate is a techno-functional Senior ServiceNow Business Systems Analyst who can effectively bridge business and technical teams while providing hands-on support across requirements management, solution delivery, platform administration, and production operations.