ServiceNow ITSM Technical Business Analyst

Job Title: ServiceNow ITSM Technical Business Analyst

Location: Lutz, FL 33549 (Hybrid)
Department: Information Technology / Digital Transformation
Pay: Up to $61/hr W2 ONLY

Job Summary

The ServiceNow ITSM Technical Business Analyst (BA) serves as a vital bridge between business stakeholders and the technical development team, focusing on the ServiceNow IT Service Management (ITSM) suite. This role is responsible for eliciting, analyzing, documenting, and validating requirements for new features, enhancements, and process improvements across core ITSM modules such as Incident, Problem, Change, Service Catalog, and CMDB.

The ideal candidate combines a deep understanding of ITIL processes with hands-on technical proficiency in the ServiceNow platform, ensuring business needs are effectively translated into scalable and high-quality solutions.

Key Responsibilities

Requirements & Analysis
• Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements.
• Translate high-level business needs into clear, actionable User Stories and acceptance criteria for the development team.
• Conduct gap analyses between current processes and ServiceNow capabilities, recommending solutions that leverage out-of-the-box functionality.
• Define and document non-functional requirements such as performance, security, and data integrity.

Solution Design & Implementation
• Collaborate with ServiceNow Architects and Developers to design scalable, efficient, and user-friendly solutions within the platform.
• Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.
• Support configuration and customization of ServiceNow modules alongside the technical team.
• Actively participate in Agile/Scrum ceremonies including sprint planning, backlog refinement, and retrospectives.

Testing, Training, & Support
• Develop and execute test plans and test cases for system integration testing (SIT).
• Facilitate and support User Acceptance Testing (UAT) to ensure business requirements are fully met.
• Create and maintain process documentation, knowledge articles, and training materials for end-users.
• Provide post-implementation support, troubleshooting, and drive continuous improvement initiatives.

Stakeholder Management & Process Improvement
• Act as the primary liaison between IT process owners, end-users, and development teams.
• Lead working sessions and workshops to gather requirements and align stakeholders.
• Proactively identify opportunities for process optimization and automation within ITSM.
• Stay up to date on ServiceNow releases, new features, and ITSM best practices.

Required Qualifications
• X+ years of experience as a Business Analyst with a focus on the ServiceNow platform.
• Deep functional and technical knowledge of ServiceNow ITSM modules, including:
• Incident Management
• Problem Management
• Change Management
• Service Catalog & Request Fulfillment
• Configuration Management Database (CMDB)
• Knowledge Management
• Strong understanding of the ITIL framework and processes (certification preferred).
• Proven experience working in an Agile/Scrum delivery model.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent written and verbal communication skills, capable of bridging technical and non-technical audiences.
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field, or equivalent experience.

Preferred Qualifications
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) – ITSM.
• ITIL Foundation Certification (v3 or v4).
• Experience with additional ServiceNow modules such as CSM, HRSD, ITOM, or SPM.
• Familiarity with data analysis and reporting tools within ServiceNow.
• Basic scripting or configuration experience (e.g., workflows, UI policies, business rules).

Job Type: Contract

Pay: Up to $61.00 per hour

Expected hours: 40 per week

Work Location: In person