Senior ServiceNow Business Analyst

ServiceNow BA

Location: Tallahassee, FL (Onsite)

Time Zone: CST

Experience: 10+ Years

Key Responsibilities:

• Act as the primary ServiceNow Business Analyst for business process and platform requirements.
• Work closely with business stakeholders to understand ServiceNow requirements, pain points, and process gaps.
• Lead requirements gathering and discovery sessions for ServiceNow implementations and enhancements.
• Analyze and document current-state and future-state ServiceNow processes and workflows.
• Translate business requirements into detailed ServiceNow functional requirements, user stories, acceptance criteria, and process flows.
• Strong understanding of ServiceNow ITSM modules, including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
• Collaborate with ServiceNow Architects and Developers to ensure requirements are technically feasible and aligned with platform best practices.
• Review proposed ServiceNow solutions and provide functional recommendations and process improvements.
• Support configuration discussions related to workflows, forms, business rules, notifications, approvals, SLAs, and Service Catalog items.
• Identify opportunities to optimize and automate business processes using ServiceNow.
• Participate in ServiceNow testing, UAT planning, test case review, defect analysis, and production validation.
• Validate that delivered ServiceNow functionality meets business requirements and acceptance criteria.
• Support ServiceNow integrations by defining business and functional requirements.
• Prepare BRDs, FRDs, process documentation, user stories, workflow diagrams, and other ServiceNow project artifacts.
• Facilitate demos and walkthroughs of ServiceNow functionality with business stakeholders.
• Assist with ServiceNow releases, enhancements, upgrades, and continuous improvement initiatives.
• Serve as the bridge between business users, ServiceNow technical teams, QA, and project leadership.
• Provide ongoing ServiceNow functional consulting and SME-level guidance throughout the project lifecycle.
• Must be local to Tallahassee, FL and available to work onsite.