Salary : $96,324.80 - $135,948.80 Annually
Location : Throughout San Bernardino County, CA
Job Type: Full-time
Job Number: 26-01684EBSA-01
Department: Innovation and Technology Department
Opening Date: 09/26/2026
Closing Date: 10/9/2026 5:00 PM Pacific
FLSA: Non-Exempt

The Job
The Innovation and Technology Department is seeking a skilled and collaborative ServiceNow Business Analyst* to support the ServiceNow team. The successful candidate will serve as a key liaison between business stakeholders and technical teams, helping translate business needs into effective, scalable, and user-focused ServiceNow solutions.

This position will participate in the analysis, design, enhancement, and implementation of ServiceNow solutions while helping identify opportunities to improve business processes, system functionality, and the overall user experience.

Responsibilities may include:

• Partner with business stakeholders, technical teams, and cross-functional partners to gather, analyze, and document business and system requirements for ServiceNow initiatives.
• Translate business needs into user stories, process flows, acceptance criteria, functional requirements, and other system documentation.
• Support the design, implementation, and enhancement of ServiceNow solutions across the platform. Provide functional analysis and coordination with ServiceNow administrators and developers responsible for technical configuration and development.
• Facilitate workshops, interviews, and working sessions to understand business needs, identify process improvements, and define system requirements.
• Analyze current-state and future-state business processes and recommend efficient, scalable, and sustainable solutions.
• Collaborate with developers, product owners, QA teams, and other technical professionals to ensure requirements are clearly understood and solutions meet business needs.
• Assist with testing activities, including test planning, test case development, execution support, defect identification, and validation of delivered functionality.
• Review proposed solutions and functionality to ensure alignment with business requirements, technical standards, and established ServiceNow practices.
• Maintain clear and accurate requirements, process, testing, and system documentation. Develop and maintain business-facing documentation, job aids, and training materials as needed.
• Coordinate and manage ServiceNow initiatives from intake through implementation, including project planning, milestone tracking, risk and issue management, dependency coordination, status reporting, and stakeholder communication.
• Develop and facilitate user training sessions, demonstrations, workshops, and supporting materials when needed to support successful adoption of new or changed ServiceNow processes and functionality.
• Participate in system implementations, enhancements, upgrades, and other ServiceNow-related projects.
• Support effective communication between business and technical teams throughout the system development and implementation lifecycle.
• Identify opportunities to improve system functionality, streamline processes, and enhance the use of ServiceNow across the organization.

Official job title: Business Systems Analyst III; for more detailed information, refer to the job description.
EXCELLENT BENEFITS

To review the job-specific benefits, refer to: and the

The County also offers an alternative that provides a wage differential.
CONDITIONS OF EMPLOYMENT
Pre-Employment Process: Incumbent must successfully complete a background investigation (fingerprinting and work history/education check) in addition to a job-related physical exam, including a drug test.
Travel: Travel throughout the County may be required and employees will be required to make provisions for such transportation.
Shift: Some positions require availability for night and swing shifts, weekends, and on-call, including holidays as needed. Indicate availability on application.
Sponsorship: Please note San Bernardino County is not able to consider candidates who will require visa sponsorship at the time of application or in the future. Candidates must be able to present their legal right to work in the United States.
Minimum Requirements
Candidates MUST meet the required experience and education in order to qualify.
REQUIRED EXPERIENCEThree (3) years full time equivalent experience, within the past five (5) years, in a production environment performing business systems analysis.

Experience MUST include at least two (2) the following:

• Three (3) years full time equivalent experience in at least four (4) of the following areas: requirements gathering, end user acceptance testing, process mapping, workflow diagramming, documenting business rules, feasibility studies, and cost/benefit analysis.
• Three (3) years full time equivalent experience the ServiceNow platform, including requirements analysis, workflow or process analysis, system enhancements, testing, or implementation.
• At least one (1) year full-time equivalent experience managing IT projects while leading IT staff.

REQUIRED EDUCATIONThirty (30) semester (45 quarter) units of completed college level coursework from and accredited** college or university in information technology, business administration or a closely related field.
Applicants must submit a list of coursework or unofficial transcripts, unless a Bachelor's degree has been conferred in a qualifying field.
EDUCATION SUBSTITUTION: One (1) year of additional qualifying experience may substitute for the required education.

**Qualifying degrees and coursework must be conferred by institutions accredited by an accrediting body recognized by the U.S. Department of Education. Degrees earned outside the United States must be accompanied by an evaluation from a recognized credential evaluation service verifying U.S. equivalency.

Desired Qualifications

The ideal candidate will possess:

• A Bachelor's degree in information technology, business administration, or a closely related field.
• Experience serving as a Business Analyst or Business Systems Analyst supporting enterprise applications or ServiceNow implementations.
• Experience managing IT projects in a leadership role. Experience coordinating ServiceNow initiatives, system implementations, or cross-functional technology projects is highly desirable.
• Experience working in collaboration with developers, system administrators, product owners, QA professionals, and business stakeholders.
• Familiarity with software development and implementation methodologies, including Agile practices.
• Strong analytical, problem-solving, communication, and documentation skills.
• Ability to manage multiple priorities and effectively communicate technical information to both technical and non-technical audience.
• Experience facilitating user training, demonstrations, workshops, or change-adoption activities for enterprise technology solutions.

Selection Process

Examination Procedure:
There will be a competitive evaluation of qualifications based on the information provided in the Application and the Supplemental Questionnaire. You are encouraged to include detailed descriptions of your qualifying experience and skills, as only the most highly qualified applicants will be referred to the Department.

Application Procedure:

Please complete and submit the online employment application and supplemental questionnaire for consideration before 5:00 PM PT, FRIDAY, OCTOBER 9, 2026.Resumeswill not be accepted in lieu of the application and/or supplemental questionnaires.

To ensure timely and successful submission of your online application, please allow ample time to complete and submit your application before the filing deadline. Applicants will be automatically logged-out if they have not submitted the application and all required materials prior to the posted deadline. Once your application has been successfully submitted you will receive an onscreen confirmation and an email. We recommend that you save and/or print these for your records. Please note: if you do not receive an onscreen confirmation and an email acknowledging our receipt of your application, we have not received your application.

If you need technical assistance, follow this link to or contact their Toll-Free Applicant Support line at (855) 524-5627. Please note that Human Resources is not responsible for any issues or delays caused by your internet connection, computer, or browser when submitting an application.

01

PLEASE READ THE BELOW STATEMENT
Instructions: The information provided on your application and in your responses to the following Supplemental Questionnaire will be used to determine if you meet the minimum requirements for this position, as well as in a competitive evaluation of qualifications. It is in your best interest to be as thorough as possible in your responses. Applicants will not be able to update their application materials or answers to the questionnaire once the application has been submitted. Note: Experience listed on this questionnaire must also be listed and fully detailed in the work experience section of your application.

• I understand.

02

Education: Indicate the highest level of education completed in information technology, business administration or a closely related field.

• Master's degree
• Bachelor's degree
• Associate's degree
• Thirty (30) semester (45 quarter) units
• Less than thirty (30) semester (45 quarter) units

03

Education/Coursework: Please provide your completed education information. Please note, failure to provide the required education information can adversely affect the evaluation of your application.
COURSEWORK: If listing coursework, include the school name, class title, number of units, and type of units (semester/quarter). Unofficial transcripts may be attached in lieu of listing coursework. Example: CSUSB, Intro to Computer Science, 3 semester.
DEGREE: If you possess a degree from an accredited college or university, include the school name, type of degree, and major. Example: CSUSB, Bachelor of Science, Computer Science
If no education, indicate "N/A."
04

Certification: Please list any relevant professional certifications you may possess, including ServiceNow, ITIL, project management, Agile/Scrum, or business analysis certifications.
If you do not possess any certificates, indicate "N/A."
05

IT Business Systems Analysis: Of the following, indicate the areas where you possess three (3) years of experience. Lack of experience with any of the below listed systems does not preclude a candidate from meeting the minimum qualifications.

• SDLC Methodologies
• Feasibility/Cost/Benefit Analysis
• RFP Analysis and Review
• Requirements Gathering
• Process Mapping/Workflow Diagramming
• Quality Assurance Testing
• Software Maintenance
• Business Process Improvement
• Documentation and Written Communication
• System Rollout and Deployment
• End User Training
• Project Management
• Data Migration and Conversion Validation
• Data Modeling and Entity Relationship Diagramming
• Procurement Process
• County Advance Planning Document (APDs) Process
• Change Management Communication Process
• Clinical Workflow Analysis
• Stakeholder Facilitation / Requirements Workshops
• Change Management / User Adoption
• None of the above

06

Business Systems Analysis Experience: Describe your experience providing business systems analysis in a production environment and include your experience in the following areas: requirements gathering, user acceptance testing, process mapping, workflow diagramming, documenting business rules, feasibility studies, or cost/benefit analysis. Include experience developing user stories, acceptance criteria, and facilitating stakeholder workshops where applicable. Your response must include the name of your employer, job title, and a brief description of your role. The employer must be cleared listed in the Work Experience section of your application.
If none, indicate "N/A."
It is your best interest to provide a thorough and detailed response as it may offer significant information during the evaluation application.
07

ServiceNow Experience: Describe your experience testing, deploying, or supporting Ser