Job Description:

RaceTrac is seeking a ServiceNow Business Systems Analyst to support and drive initiatives across the ServiceNow platform. This role is responsible for partnering with internal and external stakeholders to collaboratively gather business and technical requirements, generate creative solutions, and deliver both out‑of‑the‑box and customized ServiceNow applications. Up to 10% travel.

Location: This role is based in Atlanta, GA at RaceTrac's Store Support Center (3 days in office). This is not a remote-based position.

What You'll Do:

Stakeholder Engagement & Business Analysis

• Serve as the primary liaison between business stakeholders and technical teams.

• Lead recurring stakeholder meetings to:

  • Understand business needs, pain points, and current‑state processes.

  • Define desired outcomes, scope, and measurable success criteria.

  • Act as a trusted consultant, guiding stakeholders toward scalable, effective ServiceNow solutions.

• Manage stakeholder expectations and maintain alignment throughout the project lifecycle.

Requirements & Story Management

• Elicit, analyze, and document clear, complete, and testable requirements.

• Story Writing & Acceptance Criteria – Serve as the primary author of user stories and acceptance criteria; ensure clarity, testability, and alignment with business and technical goals.

• Documentation & Analysis – Create and maintain business process flows, data flows, dependency maps, and other required artifacts.

• Obtain formal stakeholder sign‑off on requirements and scope.

• Define and prioritize the product backlog, ensuring alignment with business objectives.

• Conduct backlog grooming, sprint planning, and review sessions to ensure timely delivery of value.

• Act as the primary point of contact for development teams, providing ongoing clarity about requirements and product vision.

• Contribute to product roadmaps and strategic initiatives, balancing priorities, resources, and timelines.

Agile Participation

• Sprint Planning – Clarify requirements and acceptance criteria to ensure stories are ready for development.

• Daily Standups – Report BA updates, including story readiness, clarifications, and blockers.

• Backlog Refinement – Refine stories, acceptance criteria, and business value; ensure backlog quality.

• Sprint Review – Support "show me" session demos, present functionality when needed, and capture stakeholder feedback.

What We're Looking For: ​

• Bachelor’s degree in computer science, Engineering, Information Technology, or a related field preferred.

• Experience supporting ServiceNow platforms.

• Strong understanding of ITSM, CSM, Scoped Applications, CMDB, and ServiceNow workflow capabilities.

• 2–4 years of experience as a Business Analyst or working within SDLC methodologies (Agile, DevOps, Lean, etc.).

• Strong analytical, problem‑solving, and organizational skills with the ability to manage multiple priorities.

• Excellent oral and written communication skills.

• Strong facilitation skills and demonstrated ability to work with cross‑functional teams preferred.

Responsibilities:

• Creates and maintains partnerships across applicable areas of the business, including but not limited to, Operations, Marketing, Merchandise Solutions, and IT across all levels to proactively identify areas where technology can drive efficiency or revenue generation while delivering a high quality product.
• Develops and documents requirements for technology solutions that better enable store teams to serve and delight our guest while improving efficiency, reducing cost, and driving revenue.
• Develops user acceptance test plans, test scenarios and manages execution of UAT while documenting results and communicating to senior leadership outcomes and timelines. 
• Owns communication and documentation of new feature enhancements and versions to business and IT stakeholders from 3rd parties as well as internally built applications that includes developing roadmap for testing, communication and deployment.
• Collaborates with business owners on needs related to appropriate technologies and translates them into actionable requirements; tracks budgets and timelines throughout process.
• Establishes and manages relationships with internal stakeholders and senior leadership throughout the company to communicate and guarantees the delivery of a high quality product.
• Discovers new opportunities to optimize the business through improved processes and functional enhancements.
• Works with the teams of engineers to plan and execute projects in a timely manner while delivering upon the customer’s expectations.
• Develops and refines metrics for project and individual performance; communicates metrics to developers and motivates all team members towards buy-in, personal and group accountability of these goals.
• Works with leadership to assess current processes, systems, and tools to update and ensure the most efficient project or delivery lifecycle.

Qualifications: