Senior Service Now Business Analyst

Job Title : Senior Service Now Business Analyst

Location : Philadelphia, PA

Duration : Contract

Job description:
• Bachelor’s degree in Computer science or equivalent, with minimum 12+ Years of Overall IT experience.
• Must have 6–10 years in ITSM/ITIL processes, with 4+ years as a BA on ServiceNow projects.
• Should Collaborate with stakeholders to understand incident and problem management needs.
• Should Document functional requirements, user stories, and acceptance criteria.
• Must Analyze existing processes and recommend improvements aligned with ITIL best practices.
• Solution Design Support
• Should Work with ServiceNow developers to translate business requirements into technical specifications.
• Should Validate workflows for incident resolution, escalation, and problem root cause analysis.
• Must Ensure linkage between incidents, problems, and Known Error Database (KEDB).
• Should Support UAT (User Acceptance Testing) and validate configurations against requirements.
• Ensure quality and compliance with organizational standards.
• Stakeholder Communication
• Act as a liaison between business teams and technical teams.
• Provide regular updates on progress, risks, and dependencies.
• Hands-on exposure to Incident and Problem Management workflows.
• Familiarity with ServiceNow ITSM modules and capabilities.
• Understanding of CMDB and integration points with Incident/Problem Management.
• Strong grasp of ITIL framework for Incident and Problem Management.
• CSA (Certified System Administrator) or ITSM fundamentals.
• ITIL Foundation certification.
• Experience in Agile methodology and tools (JIRA, Azure DevOps).
• Demonstrate excellent communication skills including the ability to effectively communicate with internal and external customers.
• Ability to use strong industry knowledge to relate to customer needs and dissolve customer concerns and high level of focus and attention to detail.