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

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)