Job Description:
Location: Candidate will work onsite Tuesday, Wednesday, and Thursday, and remotely on Mondays and Fridays.
Role Summary
The Business Analyst II – ITSM is a mid-level role responsible for leading requirements definition, process design, and delivery support for ServiceNow ITSM and ITOM capabilities. This role works independently with business and IT stakeholders to intake demand, analyze processes, and translate needs into clearly defined, actionable work for IT Dev/Analysts.
The BA II plays a critical role in improving service delivery, data quality, and platform adoption by ensuring solutions align with ITIL best practices, enterprise standards, and operational needs.
Key Responsibilities
· Demand Intake & Backlog Management
· Own intake and triage of enhancement requests across ITSM / ITOM (Run / Grow / Transform alignment)
· Lead requirement workshops and stakeholder interviews
· Develop clear user stories, business requirements, and acceptance criteria
· Prepare and maintain a prioritized backlog of ready work for IT Dev/Analysts
· Validate delivered functionality against requirements and confirm expected business outcomes are met
Process Design & Optimization
· Analyze and improve ITSM processes (Incident, Request, Change, Problem, Asset, CMDB)
· Document current and future state workflows, including roles and ownership (RACI)
· Identify inefficiencies, automation opportunities, and control gaps
· Ensure alignment to ITIL best practices and operational support models
ServiceNow & Data Requirements
· Translate business needs into ServiceNow data and configuration requirements
· Define requirements for CMDB, CSDM alignment, and data lifecycle management
· Partner with IT Dev/Analysts on Discovery, Service Mapping, and integration use cases
· Ensure data quality expectations are clearly defined, measurable, and enforceable
Delivery Execution Support
· Participate in sprint ceremonies (planning, backlog grooming, demos, retrospectives)
· Support user acceptance testing (UAT) and validate delivered outcomes
· Ensure delivered solutions meet defined business requirements
· Identify and escalate delivery risks, gaps, or misalignment early
Stakeholder Engagement
· Serve as primary point of contact for assigned services or capability areas
· Facilitate cross-team discussions to align on requirements and priorities
· Communicate progress, risks, and decisions clearly to stakeholders
· Balance competing priorities across business and IT partners
Reporting & Continuous Improvement
· Define and track KPIs across ITSM processes (e.g., ticket quality, SLA performance, volume trends)
· Develop reporting and dashboard requirements to support operational visibility
· Analyze trends and recommend improvements to processes and platform usage
· Support audit, compliance, and governance reporting needs
Collaboration & Teamwork
· Partner with IT Dev/Analysts to translate requirements into scalable solutions
· Work with Service Desk, Client Support, and operations teams on process improvements
· Collaborating with architects and platform leads to ensure alignment with standards
· Engage vendors and system integrators as needed for delivery activities
Core Skills
· Business & Process Skills
· Strong understanding of IT Service Management (ITIL framework)
· Process modeling (workflow diagrams, swim lanes, RACI)
· Requirements gathering and documentation (user stories, epics, acceptance criteria)
· Strong analytical and problem-solving skills
· Effective stakeholder facilitation and communication
Platform & Technical Acumen
· Working knowledge of ServiceNow ITSM (tables, workflows, reporting)
· Familiarity with CMDB, CSDM, Discovery, and Service Mapping concepts
· Understanding of integrations and enterprise tooling ecosystem
· Experience defining reporting and Performance Analytics requirements
Qualifications – Required
· 5–8 years of experience in IT, business analysis, or service management roles
· 3–5 years of experience working with ServiceNow ITSM and/or ITOM
· Strong understanding of ITIL processes and service operations
· Proven ability to independently lead requirements and process design efforts
· Experience working in Agile or hybrid delivery environments
· Bachelor’s degree or equivalent experience preferred
Pay Range: $50.00 – $60.00 per hour, depending upon experience.
Health & Medical Benefits, 401K, Employee Assistance Program, and Sick Time applicable by state.
Whether you are a candidate looking for a new opportunity or an organization looking for talent, when you work with WideNet Consulting, you can be confident that you will receive an unequaled experience. As a leading technology consulting and recruitment firm, WideNet has built an outstanding reputation of consistently bringing together professionals, who are the best in their field, with exceptional opportunities at the finest, most dynamic companies.
Our strengths:We understand the challenges of business and organization management. Our team has helped departments and companies identify specific challenges and solutions, then built road maps to a smoother business model.
We know technology project management and assist on projects at ANY point in the process.
We build our dream team of Clients & Candidates carefully and purposefully, and then interact with them intensely and often. The journey ends with the perfect fusion of our Client's business objectives and our Candidate's expertise working together in perfect harmony.
We use our proprietary recruiting strategy and process, WideScreen™ to match Candidate expertise to Client needs and culture, consistently exceeding expectations. We work to deliver the right person for the need AND the company.
We conduct business with honesty, integrity, and dedication. We do what we say we're going to do. We follow-up and follow through until the best candidate is matched to the right opportunity.
We are not a volume shop. We are completely focused on creating the best possible fit between our Client's business objectives and our Candidate's expertise, every time.
We help our Clients match their technology solutions with current staff configurations, then provide the tools, experience and resources to develop targeted Information Technology initiatives that improve productivity and enhance systems management.