ServiceNow Business Analyst

• Remote
• Contract (6 months 3 days)
• Published 18 hours ago
• microsoft 0365
• demand management
• servicenow
• itsm
• service catalog
• We are seeking an experienced ServiceNow Business Analyst (BA) to support enterprise ServiceNow implementations and enhancements across key modules, including Demand Management, Service Catalog, Forms, ITSM, and Microsoft O365 integrations (Outlook & Teams).
• This role will be responsible for bridging business needs with technical delivery—driving requirements, optimizing processes, and ensuring scalable solutions aligned with enterprise ServiceNow architecture and Agile delivery standards. The Business Analyst will work closely with Product Owners, Scrum Masters, developers, and stakeholders to deliver high-quality outcomes across the ServiceNow platform.

Key Responsibilities

Business Analysis & Requirements Management

• Lead requirements gathering sessions with business stakeholders across ServiceNow workstreams.
• Translate business needs into functional requirements, user stories, and acceptance criteria.
• Document requirements using BRDs, FRDs, process flows, and use cases.
• Collaborate with Product Owners to prioritize backlogs and refine user stories.
• Drive stakeholder collaboration and ensure clear, complete requirement definition.

ServiceNow Module Expertise & Delivery

Demand Management

• Support intake, prioritization, and tracking of demand requests.
• Define workflows and lifecycle processes for demand-to-delivery execution.
• Ensure alignment with portfolio and capacity planning processes.

Service Catalog & Forms

• Design and optimize Service Catalog items, request forms, and workflows.
• Collaborate with developers on catalog item design, data inputs, and approval flows.
• Standardize request intake processes and improve end-user experience.
• Support Service Catalog design, workflow automation, and request management initiatives.

ITSM Processes

Drive requirements and process improvements across key ITSM modules, including:

• Incident Management
• Problem Management
• Change Request Management
• Request Management

Additional responsibilities include:

• Ensuring alignment with ITIL best practices and enterprise standards.
• Supporting foundational ServiceNow ITSM processes across implementations and enhancements.

Microsoft O365 Integration (Outlook & Teams)

• Define requirements for integrations between ServiceNow and Microsoft Outlook and Teams.
• Support use cases such as:
  • Notifications and approvals through Outlook.
  • Collaboration workflows through Microsoft Teams.
• Partner with technical teams to ensure seamless data exchange and user experiences.

Process Improvement & Solution Design

• Analyze current-state processes and recommend optimized future-state solutions.
• Identify automation opportunities across Service Catalog workflows, ITSM processes, and integrations.
• Ensure alignment with ServiceNow best practices and enterprise governance standards.

Stakeholder Engagement & Communication

• Act as the primary liaison between business stakeholders and technical teams.
• Facilitate workshops, solution demonstrations, and User Acceptance Testing (UAT) sessions.
• Provide regular updates regarding progress, risks, issues, and dependencies.

Agile Delivery Support

• Participate in Scrum ceremonies, including sprint planning, daily stand-ups, reviews, and retrospectives.
• Support backlog grooming and sprint planning activities.
• Ensure requirements are well-defined, prioritized, and ready for development.
• Contribute effectively within Agile/Scrum delivery environments.

Required Qualifications

• 6–10+ years of experience as a Business Analyst in enterprise IT environments.
• Proven experience supporting ServiceNow platform implementations and enhancements.
• Hands-on experience with:
  • Demand Management
  • Service Catalog and Forms
  • ITSM (Incident, Change, Problem, and Request Management)
  • Integrations (REST, SOAP, O365, or similar enterprise ecosystems)
• Strong understanding of ITIL processes and frameworks.
• Experience translating business requirements into technical solutions.
• Excellent stakeholder management, communication, and documentation skills.

Preferred Qualifications

• Experience with Microsoft O365 integrations, including Outlook and Teams.
• Experience in financial services or other highly regulated environments.
• Familiarity with Agile delivery tools such as:
  • ServiceNow Agile 2.0
  • Jira
  • Azure DevOps
• Exposure to ServiceNow platform capabilities, including:
  • CMDB
  • CSDM
  • Integrations and automation frameworks

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ITIL v3 or ITIL 4 Certification
• Certified Business Analysis Professional (CBAP) or equivalent

Role Scope & Expectations

• Operate at a Managing Consultant level, owning end-to-end requirements and functional delivery.
• Work across multiple teams and workstreams within complex enterprise environments.
• Drive stakeholder alignment, decision-making, and solution adoption.
• Contribute to process standardization, governance practices, and overall delivery quality.

Key Success Metrics

• Quality, completeness, and clarity of requirements and user stories.
• Adoption and usability of ServiceNow solutions, including Catalog, Forms, and ITSM capabilities.
• Effectiveness of O365 integrations and workflow automation solutions.
• Stakeholder satisfaction and engagement.
• Reduction in rework, defects, and requirements-related gaps.

Work Environment

• Hybrid, multi-team Agile delivery environment.
• Client-facing role requiring extensive cross-functional collaboration.
• Engagement with business stakeholders, technical teams, and leadership across multiple initiatives.