Website Sirius Staffing
ServiceNow ITSM Business Analyst
Location: Lutz, FL (Onsite)
Contract Duration: 6 Months
About the Role
Sirius Staffing is seeking a skilled ServiceNow ITSM Business Analyst for a 6-month contract opportunity based in Lutz, Florida. This position will serve as the vital bridge between business stakeholders and technical teams, focusing on the ServiceNow IT Service Management (ITSM) suite.
The ideal candidate will have a strong grasp of ITIL best practices and hands-on ServiceNow experience, playing a key role in gathering requirements, designing scalable solutions, and ensuring seamless implementation across ITSM modules such as Incident, Problem, Change, Service Catalog, and CMDB.
Key Responsibilities
• Elicit, analyze, and document business requirements, workflows, and use cases for ITSM projects.
• Translate business needs into clear, detailed user stories and acceptance criteria for Agile development teams.
• Conduct gap analyses to align processes with ServiceNow capabilities and ITIL standards.
• Define non-functional requirements, including performance, data integrity, and security.
• Partner with ServiceNow Architects and Developers to design scalable, user-friendly solutions.
• Support configuration and customization across ITSM modules (Incident, Problem, Change, Service Catalog, CMDB).
• Participate in Agile/Scrum ceremonies such as sprint planning, backlog grooming, and retrospectives.
• Develop and execute test plans for System Integration Testing (SIT) and coordinate User Acceptance Testing (UAT).
• Create and maintain process documentation, knowledge articles, and user training materials.
• Provide post-implementation support and drive ongoing platform improvements.
• Act as a liaison between IT process owners, developers, and end-users.
• Facilitate workshops to gather requirements and drive cross-functional consensus.
• Identify opportunities for process automation and service optimization.
• Stay current on ServiceNow releases and ITSM industry trends to recommend best practices.
Qualifications
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field (or equivalent experience).
• 2+ years as a Business Analyst focused on ServiceNow (5 years preferred).
• Strong understanding of the ITIL framework (v3 or v4 certification preferred).
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM required.
• Experience working with additional ServiceNow modules such as CSM, HRSD, ITOM, or SPM.
• Proficiency with data analysis, reporting tools, and creating performance dashboards within ServiceNow.
• Familiarity with scripting and basic configuration (workflows, UI policies, business rules).
• Strong technical and functional knowledge of Incident, Problem, Change, Service Catalog, CMDB, and Knowledge Management.
• Experience working in Agile/Scrum environments.
• Excellent analytical, problem-solving, and communication skills.
Equal Opportunity Employer
Sirius Staffing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other characteristic protected by law.
#ind2
Job Types: Full-time, Contract
Pay: $50.00 per hour
Expected hours: 40 per week
Work Location: In person
To apply for this job please visit www.glassdoor.com.