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Urgent! ServiceNow ITSM Technical Business Analyst Job Opening In Lutz Florida – Now Hiring Integrated Resources, Inc

ServiceNow ITSM Technical Business Analyst



Job description

Job title:-  ServiceNow ITSM Technical Business Analyst 

Location:- Lutz, FL 33549 

Duration:- 06 Months

 

Job Description:-

Key Responsibilities

Requirements & Analysis

Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements.

(Critical)

Translate high-level business needs into detailed, clear, and actionable User Stories and acceptance criteria for the development team.

(Critical)


  • Conduct gap analysis between current state processes and ServiceNow platform capabilities, recommending solutions that maximize out-of-the-box functionality.

  • Define and document non-functional requirements (e.g., performance, security, data integrity).



**Understanding the business needs**

Solution Design & Implementation


  • Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user-friendly solutions within the platform.

  • Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.

  • Support the configuration and customization of ServiceNow modules in partnership with technical teams.

  • Actively participate in the Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives).



Testing, Training, & Support


  • Develop comprehensive test plans, test cases, and execute/coordinate system integration testing (SIT).

  • Facilitate and support User Acceptance Testing (UAT) with end-users and process owners, ensuring that the delivered solution meets all documented requirements.

  • Create and maintain detailed documentation, including process maps, knowledge articles, and end-user training materials.

  • Provide post-implementation support and address user feedback to drive continuous improvement.



Stakeholder Management & Process Improvement


  • Serve as the primary liaison between IT process owners, end-users, and the technical delivery team.

  • Facilitate working sessions and workshops to drive consensus and clarify requirements.

  • Proactively identify opportunities for process optimization and automation within the ITSM landscape.

  • Stay current with ServiceNow features, releases, and ITSM industry best practices.



Required Qualifications


  • 2 years of experience as a Business Analyst, specifically focused on the ServiceNow platform.

    (Preferred 5yrs)

  • Deep functional and technical knowledge of the ServiceNow ITSM suite, including:

  • Incident Management

  • Problem Management

  • Change Management

  • Service Catalog & Request Fulfillment

  • Configuration Management Database (CMDB)

  • Knowledge Management

  • Solid understanding of ITIL framework and processes (certification is a plus).

  • Proven experience working in an Agile/Scrum delivery model.

  • Excellent analytical, problem-solving, and critical-thinking skills.

  • Exceptional written and verbal communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders.

  • Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience.



Required Qualifications


  • ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM.

  • ITIL Foundation Certification (v3 or v4).

  • Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM).

  • Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow.

  • Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules).



 


Required Skill Profession

Other General



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