ServiceNow Analyst

• Job Role/Title: ServiceNow Business Analyst (ITOM, ITSM, CMDB & HRSD)
• Job Location: Stamford, Connecticut, United States.
• Job Duration: Initial contract of 12 months, with good possibilities of further extension.
• Work Hours: 40 Hours per Week, typically Monday-Friday, 9:00 a.m. to 5:00 p.m. (EST)
• Work Style: Onsite work setting - 5 days in the office required.

Position Overview and Deliverables: Seeking a ServiceNow Business Analyst who will serve as a key liaison between business stakeholders and technical teams to drive the successful design, delivery, and enhancement of ServiceNow platform solutions. The ideal candidate will possess deep knowledge of ITSM processes, excellent stakeholder engagement skills, and a proven ability to translate business needs into technical requirements.

The ServiceNow Business Analyst performs the major functions listed below. The position may require additional duties/responsibilities that may not be outlined below, and specific functions are subject to change.

• Engage with business users to gather, analyze, and validate functional and technical requirements for ServiceNow modules (Preferably ITSM).
• Facilitate workshops and stakeholder interviews to understand current-state processes and define future-state requirements.
• Translate business needs into detailed user stories, functional specifications, process flows, and acceptance criteria.
• Act as a liaison between business stakeholders and development teams, ensuring solution alignment with organizational goals.
• Collaborate closely with ServiceNow architects and developers to ensure timely and accurate solution delivery.
• Support UAT (User Acceptance Testing), create test scenarios, and manage defect tracking.
• Maintain and update ServiceNow documentation, process maps, and standard operating procedures.
• Identify opportunities for automation and service improvement aligned with ITIL best practices.
• Provide thought leadership around ServiceNow capabilities, industry trends, and roadmap planning.

Qualifications and Competencies: This position requires a demonstrated level of initiative and judgment to organize and prioritize tasks, workloads, and projects. Courtesy, tact, and diplomacy are required in dealing with colleagues in everyday working relationships.

• 8 10 years of experience as a Business Analyst, with at least 5 years in ServiceNow-focused roles.
• Deep knowledge of ServiceNow modules, including ITSM (Incident, Change, Problem, Request), CMDB, and Service Catalog.
• Strong understanding of ITIL frameworks and how they apply within ServiceNow.
• Proven ability to gather requirements and convert them into detailed user stories or BRDs/FRDs.
• Hands-on experience with Agile/Scrum methodologies and tools such as JIRA or Azure DevOps.
• Exceptional communication, documentation, and stakeholder management skills.
• ServiceNow certification (CSA, CIS-ITSM, or other) is highly desirable.
• Exposure to modules like HRSD, CSM, or ITOM.
• Familiarity with scripting concepts or working knowledge of Flow Designer.
• Experience in large enterprise environments with complex governance models.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.