Job Summary

The Business and Systems Analyst serves as a strategic partner between business stakeholders and Enterprise Technology teams, leading the analysis, design, and delivery of technology solutions that drive business value. This role is responsible for evaluating enhancement requests, gathering and documenting business requirements, analyzing processes, and translating business needs into detailed functional requirements, user stories, and acceptance criteria that support the organization's ServiceNow platform and related technology initiatives.

Acting as the primary liaison between stakeholders and technical teams, the Business and Systems Analyst collaborates closely with business leaders, project managers, developers, architects, and platform administrators to deliver solutions that align with organizational objectives and technology strategies. The role plays a critical part in supporting system enhancements, software implementations, integrations, workflow automation, and digital transformation initiatives while ensuring successful delivery and adoption of technology solutions.

The ideal candidate possesses strong ServiceNow knowledge, exceptional organizational skills, and the ability to effectively manage multiple priorities and stakeholder relationships. This individual will provide ongoing communication regarding project timelines, development progress, risks, and key milestones, ensuring transparency and alignment throughout the project lifecycle.

Key Responsibilities:

Stakeholder Management & Communication

• Partner with business leaders, stakeholders, and end users to identify business needs, pain points, and opportunities for process improvement and platform enhancements.
• Serve as the primary liaison between business stakeholders and the ServiceNow development team, ensuring alignment between business objectives and technology solutions.
• Build and maintain strong relationships across business and technology teams to facilitate collaboration and successful outcomes.
• Collaborate with stakeholders to define business value, priorities, success metrics, and implementation requirements.
• Manage stakeholder expectations by facilitating decision-making and ensuring alignment on scope, priorities, and delivery commitments.

Requirements Analysis & Documentation

• Facilitate requirements gathering sessions, workshops, backlog refinement discussions, and stakeholder meetings to capture, validate, and prioritize business needs.
• Review, analyze, and assess enhancement requests to determine business value, feasibility, and impact.
• Translate business requirements into detailed functional requirements, user stories, acceptance criteria, process flows, and other supporting documentation.
• Analyze, document, and validate business, functional, technical, and non-functional requirements.
• Ensure delivered solutions meet business objectives, operational requirements, and established acceptance criteria.

Project Coordination & Communication

• Communicate project status, timelines, risks, dependencies, and key milestones, ensuring stakeholders remain informed and aligned.
• Support the delivery of projects through all phases of the SDLC, including planning, development, testing, implementation, and post-production support.
• Coordinate User Acceptance Testing (UAT), requirement validation, release readiness, and deployment activities.
• Manage requirement changes and communicate impacts to scope, timelines, and priorities.
• Collaborate with cross-functional teams to resolve issues, remove roadblocks, and drive successful project outcomes.
• Support the successful implementation and adoption of ServiceNow enhancements and technology solutions while adhering to organizational governance standards.

Strategic Analysis

• Evaluate existing business processes and identify opportunities for operational improvements, automation, and increased efficiency.
• Develop business cases, impact assessments, and cost-benefit analyses to support technology investments and enhancement requests.
• Partner with business and IT leadership to prioritize initiatives based on strategic value, risk, complexity, and organizational objectives.

Required Qualifications

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field; equivalent work experience considered.
• 3+ years of Business Analyst experience supporting enterprise applications or technology platforms.
• Experience gathering, analyzing, and documenting business and functional requirements.
• Proven ability to develop user stories and acceptance criteria within an Agile environment.
• Basic knowledge of ServiceNow platform capabilities and business processes.
• Experience managing multiple stakeholders, priorities, and competing demands.
• Strong organizational, analytical, and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to facilitate meetings and drive decisions.
• Ability to work effectively with cross-functional business and technical teams.
• Ability to work in an on-site environment to support collaboration and stakeholder engagement.

Preferred Qualifications

• Experience working with ServiceNow platforms and modules.
• Working knowledge of ServiceNow processes, workflows, configurations, and platform capabilities.
• Experience supporting ITSM, HRSD, Customer Service Management, or other ServiceNow applications.
• Experience working with Agile/Scrum methodologies.
• Certified Business Analysis Professional (CBAP), PMI-PBA, Scrum certification, or ServiceNow certification is a plus.

Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Employee Benefits

We also offer our employees a comprehensive suite of benefits and perks, including:

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.
• ... and so much more!

This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.