ServiceNow Business Analyst

Bethesda, MD - USA

Monthly Salary: Not Disclosed

Posted on: 15-10-2025

Vacancies: 1 Vacancy

Job Summary

Project Overview

Client is seeking a ServiceNow Senior Business Analyst to join its ServiceNow Product Management team. The analyst will act as the primary liaison between business stakeholders process owners and technical teams to define document and deliver solutions that enhance IT service management (ITSM) and employee experience through the ServiceNow platform.

This role requires a strong mix of business analysis expertise technical understanding and communication skills to ensure that ServiceNow capabilities align with Marriotts organizational objectives.

Key Responsibilities

Collaborate with business and IT stakeholders to gather analyze and document business requirements.
Translate requirements into clear functional specifications user stories and acceptance criteria for ServiceNow development.
Partner with developers testers and product owners to ensure requirements are understood and implemented effectively.
Support IT service management process improvements aligned with ITIL v4 best practices.
Analyze existing workflows and identify opportunities for automation efficiency and service quality improvement.
Assist in prioritizing and refining product backlogs within Agile or SAFe frameworks.
Ensure deliverables meet quality standards and user experience expectations.

Required Qualifications

Bachelors degree in Information Systems Computer Science Business or a related field (or equivalent experience).
5 years of experience as a Business Analyst preferably supporting ITSM or enterprise platforms.
Minimum 2 years of experience as a ServiceNow Business Analyst.
Strong understanding of ITIL v4 processes and best practices.
Hands-on experience with key ServiceNow modules such as Incident Problem Change Request Knowledge CMDB or ITOM.
Proven ability to write user stories acceptance criteria and functional design documentation.
Excellent analytical facilitation and communication skills.

Technical & Soft Skills

Preferred:

ServiceNow Certified System Administrator (CSA) or Certified Business Analyst.
Experience working in Agile SAFe or Lean environments.
Familiarity with ServiceNow modules such as Service Portal HRSD CSM ITAM GRC or ITOM.
Exposure to reporting and visualization tools (Performance Analytics Power BI etc.).
Strong problem-solving and decision-making skills.
Detail-oriented with a focus on quality and user experience.
Ability to work independently and collaboratively in a fast-paced matrixed environment.
Passion for process improvement automation and service excellence.

Project Overview Client is seeking a ServiceNow Senior Business Analyst to join its ServiceNow Product Management team. The analyst will act as the primary liaison between business stakeholders process owners and technical teams to define document and deliver solutions that enhance IT service manage...