Senior ServiceNow Business Systems Analyst

Job Role: Senior ServiceNow Business Systems Analyst

Location:  Orchard/San Jose, CA (Onsite Work)

Type: Long Term Contract

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.

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.