ServiceNow Business Analyst - 100% Remote

Summary: The ServiceNow Business Analyst role is a long-term, fully remote position requiring over 8 years of experience in business analysis, specifically with ServiceNow implementations. The analyst will be responsible for requirements analysis, solution design, testing, process improvement, and stakeholder engagement. The position demands strong communication skills and a solid understanding of ITSM and related modules. Candidates should possess relevant certifications and technical skills to effectively bridge business needs with technical solutions.

Key Responsibilities:

• Conduct stakeholder interviews, workshops, and surveys to gather functional and non-functional requirements.
• Translate business needs into user stories, use cases, workflows, process maps, and acceptance criteria.
• Perform gap analysis of current vs. desired ServiceNow capabilities.
• Collaborate with ServiceNow developers/architects to craft scalable solutions across modules like ITSM, ITOM, HRSD, ITBM, SecOps, etc.
• Define and document technical specifications and mockups/wireframes.
• Support creation of test plans, coordinate user acceptance testing (UAT), document defects, and ensure defect resolution.
• Analyze workflows and recommend enhancements or automation opportunities using ServiceNow's OOTB features.
• Facilitate meetings across IT, business units, external partners, and executives; manage expectations.
• Serve as liaison bridging business needs and technical solutions.
• Author functional/technical specs, user guides, SOPs, and deliver end-user training.
• Assist PMs with planning, risk management, status reporting, and ensure alignment with agile or hybrid governance.

Key Skills:

• Minimum 3-5 years in business analysis with ServiceNow implementations; up to 7+ years for senior roles.
• Proven hands-on exposure to ITSM, ITOM, HRSD or related modules on ServiceNow.
• Strong service-property analysis, workflow/process mapping, data modeling understanding.
• Familiar with scripting basics (JavaScript, HTML/CSS) and ServiceNow administration fundamentals.
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS) preferred.
• ITIL Foundation or v3/v4; CBAP, CCBA or equivalent business analysis certifications.
• Excellent verbal/written communication, facilitation, and stakeholder-management capabilities.
• Strong analytical, problem-solving, and organizational skills.

Salary (Rate): £38.00 hourly

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT