ServiceNow Business Analyst - AI-Powered Digital Transformation

About Our Client

Our client is a rapidly growing, Great Place to Work-certified ServiceNow consulting firm that's redefining digital transformation through AI-powered solutions. Specializing in healthcare and public sector industries, they're not just implementing ServiceNow—they're innovating with proprietary apps and cutting-edge AI integrations that deliver measurable impact.

With a culture driven by passion, curiosity, and empathy, our client has doubled their team size in the past year and is targeting 700 ServiceNow certifications across their global workforce. They work with practitioners who bring real-world experience and lead with empathy, creating an environment where innovation thrives and every challenge is an opportunity to grow.

Why This Role Matters

As a ServiceNow Business Analyst, you'll be at the intersection of business strategy and technical execution, helping organizations unlock the full potential of their ServiceNow platforms. You'll work on transformative projects spanning ITSM, ITOM, and CSM implementations, with opportunities to engage in AI-powered automation and custom app development that's pushing the boundaries of what's possible on the ServiceNow platform.

What You'll Do

Requirements Gathering & Analysis

• Partner with business stakeholders to uncover needs and document detailed requirements for ServiceNow solutions across ITSM, ITOM, CSM, CMDB, and other modules
• Transform business challenges into actionable technical specifications

Process Optimization & Design

• Analyze and map existing business processes, identifying improvement opportunities
• Design streamlined workflows that leverage ServiceNow capabilities and ITIL best practices
• Collaborate with developers and architects to create solutions aligned with business objectives

Documentation & Communication

• Develop comprehensive user stories, process flows, and use cases
• Create clear documentation for configurations, customizations, and integrations
• Maintain transparent communication across business users and technical teams

Configuration & Testing

• Support ServiceNow configuration including business rules, workflows, forms, reports, and dashboards
• Coordinate user acceptance testing (UAT) to ensure solutions exceed business expectations
• Drive continuous improvement based on feedback and performance metrics

Change Management & Training

• Provide training and support to end-users on new ServiceNow features
• Facilitate smooth adoption of solutions through effective change management
• Support ServiceNow upgrades and enhancements with proper communication strategies

What You Bring

Required Experience & Skills:

• 5+ years as a ServiceNow Business Analyst with 3+ years focused on ServiceNow implementations and process automation
• Deep expertise in IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB
• Strong business analysis capabilities: requirements gathering, process modeling, and translating business needs into technical specifications
• Proven proficiency in creating user stories, workflows, and process documentation
• Solid understanding of ITIL frameworks within the ServiceNow context
• ServiceNow Certified System Administrator (CSA) certification (required)
• Excellent communication skills with ability to bridge business and technical teams
• Strong stakeholder management across business leaders, IT teams, and vendors
• Analytical problem-solving mindset for addressing complex business challenges

Additional Preferred Experience & Skills:

• Experience in Agile/Scrum environments (sprint planning, retrospectives, daily stand-ups)
• Familiarity with ServiceNow CSM features: Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement
• Knowledge of ServiceNow integrations (REST/SOAP) and data management
• Experience with advanced features like Flow Designer, Virtual Agent, or Performance Analytics
• Data migration and integration project experience
• Understanding of cloud technologies (AWS, Azure) and ServiceNow integration
• Business Analyst certifications (CBAP, IIBA)

Work Details & Environment

Location: Arizona-based candidates only (remote-first with occasional optional travel for key engagements)

Time Zone: Local presence required for effective onshore/offshore collaboration

Travel: All travel expenses reimbursed

Employment Status: Contract (6-month minimum with potential for earlier conversion for strong performers)

What Makes This Opportunity Special

Join a team that's not just implementing ServiceNow—they're pioneering AI-powered solutions that are changing how organizations operate. You'll work alongside true experts who lead with curiosity and empathy, in a culture that values continuous learning and meaningful impact. With rapid growth, innovative projects, and a commitment to excellence, this is your chance to be part of something transformative.

Ready to make an impact? Apply today to join a team where your expertise will drive real digital transformation.