The Innovation and Technology Department is seeking a skilled and collaborative ServiceNow Business Analyst* to support the ServiceNow team. The successful candidate will serve as a key liaison between business stakeholders and technical teams, helping translate business needs into effective, scalable, and user-focused ServiceNow solutions.
This position will participate in the analysis, design, enhancement, and implementation of ServiceNow solutions while helping identify opportunities to improve business processes, system functionality, and the overall user experience.
Responsibilities may include:
- Partner with business stakeholders, technical teams, and cross-functional partners to gather, analyze, and document business and system requirements for ServiceNow initiatives.
- Translate business needs into user stories, process flows, acceptance criteria, functional requirements, and other system documentation.
- Support the design, implementation, and enhancement of ServiceNow solutions across the platform. Provide functional analysis and coordination with ServiceNow administrators and developers responsible for technical configuration and development.
- Facilitate workshops, interviews, and working sessions to understand business needs, identify process improvements, and define system requirements.
- Analyze current-state and future-state business processes and recommend efficient, scalable, and sustainable solutions.
- Collaborate with developers, product owners, QA teams, and other technical professionals to ensure requirements are clearly understood and solutions meet business needs.
- Assist with testing activities, including test planning, test case development, execution support, defect identification, and validation of delivered functionality.
- Review proposed solutions and functionality to ensure alignment with business requirements, technical standards, and established ServiceNow practices.
- Maintain clear and accurate requirements, process, testing, and system documentation. Develop and maintain business-facing documentation, job aids, and training materials as needed.
- Coordinate and manage ServiceNow initiatives from intake through implementation, including project planning, milestone tracking, risk and issue management, dependency coordination, status reporting, and stakeholder communication.
- Develop and facilitate user training sessions, demonstrations, workshops, and supporting materials when needed to support successful adoption of new or changed ServiceNow processes and functionality.
- Participate in system implementations, enhanc