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ServiceNow Business Analyst

  • On-site
    • Chandler, Arizona, United States
  • Information Technology

ServiceNow Business Analyst role in Chandler, AZ. 6+ month contract. Focus on ITSM, ITOM, CSM, CMDB, requirements gathering, and process optimization. Arizona locals only.

Job description

Job Summary

We are seeking an experienced ServiceNow Business Analyst to act as a bridge between business stakeholders and technical teams. This role focuses on gathering requirements, process optimization, and supporting ServiceNow implementations aligned with business objectives and ITIL best practices.

Location: Chandler, AZ
Employment Type: Contract
Duration: 6+ Months
Eligibility: Only local Arizona candidates may apply

Key Responsibilities

Requirements & Analysis

  • Gather, analyze, and document business requirements for ServiceNow modules including ITSM, ITOM, CSM, and CMDB

  • Translate business needs into clear functional and technical requirements

Process Mapping & Solution Design

  • Analyze current business processes and recommend ServiceNow-based improvements

  • Collaborate with developers and architects to design effective solutions

Documentation & User Stories

  • Create user stories, use cases, workflows, and process documentation

  • Support configuration of forms, workflows, reports, and dashboards

Testing & Deployment Support

  • Coordinate and support User Acceptance Testing (UAT)

  • Ensure solutions meet business expectations prior to deployment

Stakeholder & Change Management

  • Communicate project status, risks, and timelines with stakeholders

  • Support change management for upgrades and enhancements

Training & Continuous Improvement

  • Provide end-user training and post-implementation support

  • Identify opportunities to optimize ServiceNow processes and features

Job requirements

Required Qualifications

Experience

  • 5+ years as a ServiceNow Business Analyst

  • 3+ years focused on ServiceNow implementations and automation

ServiceNow & ITIL Knowledge

  • Strong understanding of ITSM, ITOM, CSM, and CMDB

  • Solid knowledge of ITIL frameworks and process mapping

Business Analysis Skills

  • Expertise in requirement gathering, process modeling, and documentation

  • Strong communication, facilitation, and stakeholder management skills

Certifications (Required)

  • ServiceNow Certified System Administrator (CSA)

Preferred Qualifications

  • Experience in Agile/Scrum environments

  • Knowledge of ServiceNow integrations (REST/SOAP)

  • Familiarity with CSM, Flow Designer, Virtual Agent, and Performance Analytics

  • Exposure to data migration and cloud platforms (AWS, Azure)

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