Senior Service Now Business Analyst

Philadelphia, PA - USA

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Title: Senior Service Now Business Analyst

Duration: Full Time

Location: Philadelphia PA (Onsite from Day 1)

Roles and Responsibilities:

Collaborate with stakeholders to understand incident and problem management needs.
Document functional requirements user stories and acceptance criteria.
Analyze existing processes and recommend improvements aligned with ITIL best practices.
Solution Design Support
Work with ServiceNow developers to translate business requirements into technical specifications.
Validate workflows for incident resolution escalation and problem root cause analysis.
Process Optimization
Identify gaps in current incident/problem management processes and propose enhancements.
Ensure linkage between incidents problems and Known Error Database (KEDB).
Testing & Validation
Support UAT (User Acceptance Testing) and validate configurations against requirements.
Ensure quality and compliance with organizational standards.
Stakeholder Communication
Act as a liaison between business teams and technical teams.
Provide regular updates on progress risks and dependencies.

Required Skills & Experience

6 10 years in ITSM/ITIL processes with 4 years as a BA on ServiceNow projects.
Hands-on exposure to Incident and Problem Management workflows.
Technical Knowledge:
Familiarity with ServiceNow ITSM modules and capabilities.
Understanding of CMDB and integration points with Incident/Problem Management.
Process Knowledge:
Strong grasp of ITIL framework for Incident and Problem Management.

Preferred Qualifications

ServiceNow certifications:
CSA (Certified System Administrator) or ITSM fundamentals.
ITIL Foundation certification.
Experience in Agile methodology and tools (JIRA Azure DevOps).
Excellent communication documentation and stakeholder management skills

Title: Senior Service Now Business Analyst Duration: Full Time Location: Philadelphia PA (Onsite from Day 1) Roles and Responsibilities: Collaborate with stakeholders to understand incident and problem management needs. Document functional requirements user stories and acceptance criteria. Analyze...