What You Will Do We are seeking a highly technical ServiceNow Business Analyst with strong expertise in Knowledge Management to support the continued optimization of a large-scale ServiceNow environment. This individual will assess how knowledge, self-service capabilities, workflows, and platform configurations support the end-user experience and identify opportunities to improve usability, findability, automation, and operational effectiveness. The ideal candidate combines strong business analysis skills with hands-on ServiceNow expertise and is comfortable investigating platform behavior, identifying root causes, and translating findings into actionable technical and functional requirements. Experience with ServiceNow Knowledge Management is essential, while exposure to ITSM, Employee Center/self-service, search, Now Assist, GenAI capabilities, and workflow optimization is highly desirable.
Job Responsibilities - Assess and optimize ServiceNow Knowledge Management processes, content structures, taxonomy, metadata, and related platform capabilities to improve knowledge findability and usability.
- Analyze existing ServiceNow configurations and user journeys to identify gaps, inefficiencies, and opportunities to improve the overall self-service and support experience.
- Investigate technical and functional issues involving workflows, catalog items, routing logic, assignment rules, links, search behavior, and related ServiceNow functionality.
- Partner with Knowledge Management, Service Desk, IT, platform administrators, developers, and business stakeholders to understand needs and translate them into clear functional and technical requirements.
- Evaluate how knowledge content and platform configuration support ServiceNow search, intelligent search, Now Assist, and other AI-enabled capabilities.
- Conduct root cause analysis and recommend sustainable platform, process, and content improvements rather than short-term workarounds.
- Document current-state and future-state processes, workflows, requirements, user stories, acceptance criteria, and solution recommendations.
- Support configuration reviews, testing, validation, and implementation of ServiceNow enhancements.
- Identify opportunities to improve knowledge governance, content lifecycle management, taxonomy, ownership, and ongoing maintenance.
- Facilitate working sessions with technical and business teams to evaluate issues, prioritize enhancements, and drive decisions.
- Support user acceptance testing and validate that implemented changes meet business and technical requirements.
- Monitor the effectiveness of implemented improvements and recommend additional optimization opportunities based on user experience, platform performance, and operational outcomes.
Qualifications - Demonstrated experience working as a technical Business Analyst, ServiceNow Business Analyst, ServiceNow consultant, or similar role within complex enterprise environments.
- Strong hands-on experience with ServiceNow Knowledge Management, including knowledge structures, taxonomy, metadata, search, governance, and content lifecycle considerations.
- Strong technical understanding of ServiceNow and the ability to investigate platform configurations, workflows, routing logic, catalog experiences, assignment rules, and related functionality.
- Experience translating complex business and technical challenges into detailed requirements, user stories, process flows, acceptance criteria, and actionable solution recommendations.
- Experience supporting ServiceNow ITSM and Service Desk capabilities strongly preferred.
- Familiarity with ServiceNow Employee Center, self-service experiences, Intelligent Search, Now Assist, GenAI, or related AI-enabled capabilities is highly desirable.
- Demonstrated ability to perform root cause analysis across interconnected process, content, configuration, and user-experience issues.
- Experience partnering effectively with ServiceNow administrators, developers, architects, business stakeholders, and operational teams.
- Strong analytical, problem-solving, communication, documentation, and stakeholder management skills.
- Ability to work independently, navigate ambiguity, and drive issues from investigation through recommendation and resolution.
- ServiceNow certifications such as Certified System Administrator (CSA), CIS-ITSM, or related credentials are preferred.
- Previous experience within the pharmaceutical, biotechnology, or broader life sciences industry is preferred.
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