Job Title: ServiceNow Business Analyst
Location(s): Chicago, IL
(Remote)
Job Description:We are seeking an experienced ServiceNow Business Analyst to support enterprise ServiceNow implementations and platform enhancements across Demand Management, Service Catalog, Forms, ITSM, and Microsoft O365 integrations (Outlook and Teams). This role serves as the bridge between business stakeholders and technical teams by gathering requirements, optimizing business processes, and ensuring scalable ServiceNow solutions are delivered using Agile methodologies.
Key Responsibilities:- Lead requirements gathering workshops with business stakeholders across multiple ServiceNow initiatives.
- Translate business needs into functional requirements, user stories, acceptance criteria, process flows, BRDs, FRDs, and use cases.
- Collaborate with Product Owners to prioritize product backlogs and refine user stories.
- Support Demand Management processes, including intake, prioritization, tracking, and demand-to-delivery workflows.
- Design and optimize Service Catalog items, request forms, approval workflows, and request management processes.
- Gather and document requirements for ITSM modules, including Incident, Problem, Change, and Request Management.
- Ensure ServiceNow implementations align with ITIL best practices and enterprise governance standards.
- Define business requirements for integrations between ServiceNow and Microsoft Outlook and Teams, including notifications, approvals, and collaboration workflows.
- Analyze current-state business processes and recommend future-state improvements through automation and workflow optimization.
- Act as the primary liaison between business stakeholders, Product Owners, developers, and technical teams.
- Facilitate workshops, solution demonstrations, User Acceptance Testing (UAT), and stakeholder communications.
- Participate in Agile ceremonies, including sprint planning, backlog grooming, daily stand-ups, sprint reviews, and retrospectives.
- Identify risks, dependencies, and opportunities to improve delivery quality and business outcomes.
Required Qualifications:- 6-10+ years of experience as a Business Analyst in enterprise IT environments.
- Proven experience supporting enterprise ServiceNow implementations and enhancements.
- Strong hands-on experience with:
- ServiceNow Demand Management
- Service Catalog and Forms
- ITSM modules (Incident, Change, Problem, and Request Management)
- REST/SOAP integrations and enterprise application integrations
- Strong understanding of ITIL processes and service management best practices.
- Experience translating business requirements into functional specifications and technical solutions.
- Experience creating user stories, acceptance criteria, business process documentation, and functional documentation.
- Strong stakeholder management, communication, and facilitation skills.
- Experience working in Agile/Scrum delivery environments.
Preferred Qualifications:- Experience integrating ServiceNow with Microsoft O365 applications, including Outlook and Teams.
- Experience working in financial services or other regulated industries.
- Familiarity with Agile delivery tools such as Jira, Azure DevOps, or ServiceNow Agile 2.0.
- Knowledge of ServiceNow platform capabilities, including CMDB, CSDM, and integrations.
- ServiceNow Certified System Administrator (CSA) certification.
- ITIL v3 or ITIL 4 certification.
- CBAP or equivalent Business Analysis certification.
Key Skills:- ServiceNow
- Business Analysis
- Demand Management
- Service Catalog
- ServiceNow Forms
- ITSM
- Incident Management
- Change Management
- Problem Management
- Request Management
- ITIL
- Microsoft Outlook
- Microsoft Teams
- O365 Integration
- REST APIs
- SOAP
- Requirements Gathering
- User Stories
- BRD
- FRD
- UAT
- Process Improvement
- Workflow Automation
- Agile
- Scrum
- Jira
- Azure DevOps
- Stakeholder Management
