Key Responsibilities

• Requirements Gathering: Meet with business stakeholders and process owners to understand current workflows, pain points and goals; elicit and document business and functional requirements.
• Solution Translation: Translate requirements into ServiceNow user stories, acceptance criteria and functional specifications, favoring out-of-the-box capabilities and configuration over customization.
• Process Design: Map current- and future-state processes (incident, problem, change, request, knowledge, etc.) aligned with ITIL best practices.
• Backlog Support: Partner with the ServiceNow Product Owner to refine, prioritize and sequence the backlog; participate in sprint planning, reviews and retrospectives.
• Delivery Collaboration: Work closely with ServiceNow developers and engineers to clarify requirements, review designs and resolve questions during build.
• Testing and UAT: Collaborate with QA to write test cases from acceptance criteria; plan and facilitate user acceptance testing with business users.
• Adoption and Change: Support release communications, training materials, knowledge articles and post-go-live feedback to drive adoption.
• Continuous Improvement: Use platform reporting and stakeholder feedback to identify enhancement opportunities and new module use cases.

Required Qualifications

• Bachelor's degree in a related field or equivalent work experience
• 3–5+ years of business analysis experience, with at least 2 years on ServiceNow implementations or enhancements
• Hands-on familiarity with the ServiceNow platform (ITSM modules; Service Catalog, workflows/Flow Designer, forms, reporting)
• Working knowledge of ITIL processes
• Knowledge of Agile methodologies (Scrum, Kanban) and writing user stories with acceptance criteria
• Experience with application lifecycle management tools such as Azure DevOps, JIRA, Rally or ServiceNow Agile Development
• Excellent oral and written communication skills with all levels of the organization and with outside parties, including vendors

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
• ITIL v4 Foundation certification
• Experience with additional modules such as HRSD, ITOM, ITAM/SAM, SecOps or CSM
• Insurance or financial services industry experience
• Familiarity with continuous integration/continuous delivery practices