Posting Details

Posting Summary

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Posting Number
STA00302PO26

Job Family
Information Technology

Job Function
IT Business Systems Analysis

USC Market Title
IT Business Analyst

Link to USC Market Title
https://uscjobs.sc.edu/titles/133276

Job Level
P3 - Professional

Business Title (Internal Title)
Sr. Info/Systems BA

Campus
Columbia

Work County
Richland

College/Division
Division of Information Technology

Department
IT Service Management

State Pay Range
T07

USC Market Range
MRK - $84,820 $108,146 $131,471

Anticipated Hiring Range
$84,820 $108,146

Location of Vacancy

Part/Full Time
Full Time

Hours per Week
37.5

Work Schedule

• Standard working schedule: 8:30am - 5:00pm
• Must be willing to work a flexible schedule to meet the needs of the department.

Basis
12 months

Job Search Category
Information Technology

Position Description

Advertised Job Summary

Senior Information Systems / Business Analyst

• Are you a high performer that enjoys meeting new people and providing solutions to IT needs?
• Do you have excellent customer service and know how to make people feel validated?
• Are you a patient person that enjoys challenges?
• Are you results-oriented and eager to work with a variety of technologies?
• Do you pride yourself on learning how things work and understanding end to end service delivery?
• Do you like the flexibility of interacting with everyone from IT customers to IT technical subject matter experts?
• Do you enjoy investigating, identifying, and solving complex problems using technology to document work, share information, and collaborating with your teammates?
• Are you a high-energy self-starter that loves technology and will be comfortable recommending system updates?
• Do you love sharing your knowledge and helping others understand processes and procedures?

This position serves as a Business Analyst supporting the ServiceNow platform and the Division of Information Technology (DoIT) Service Management team. The role partners with process owners, technical teams, and business stakeholders to analyze requirements, document processes, and translate business needs into scalable ServiceNow solutions aligned with ITIL best practices.

Key Responsibilities:

• Leads comprehensive requirements gathering efforts for ServiceNow enhancements, implementations, and process improvements.
• Facilitates discovery sessions, workshops, and stakeholder interviews to understand business needs, pain points, and operational objectives.
• Documents current-state and future-state processes, creates detailed business and functional requirements, user stories, workflow diagrams, and acceptance criteria.
• Reviews enhancement requests and demand intake items to assess feasibility, impact, dependencies, and risks.
• Ensures requirements are traceable, prioritized, and aligned with strategic IT and Service Management goals.
• Serves as a liaison between business stakeholders, technical teams, and Service Management leadership to ensure alignment of expectations and priorities.

What We're Looking For:

• A self-starter that enjoys a highly interactive team
• Someone that is flexible and enjoys interacting with everyone from IT customers to IT technical subject matter experts
• Someone who enjoys investigating, identifying, and solving complex problems using technology to document work, share information, and collaborating with your teammates
• Someone who enjoys sharing knowledge and helping others understand processes and procedures.

Why Join Us?

• You'll enjoy the historic beauty of the University of South Carolina campus! Surrounded by amenities, and downtown Columbia, so you'll love where you work!
• An engaging and collaborative on-campus environment.
• A world-class team of supportive, united, and approachable IT professionals.
• State retirement, paid holidays, and you will earn annual and sick leave monthly.

Perks of the University of South Carolina:

• Downtown COLA Location: Enjoy working in the heart of Columbia, SC, with easy access to vibrant city life, dining, and cultural events.
• Energetic Leadership: Thrive under the guidance of an energetic and innovative leadership team dedicated to transforming IT at USC, making your role impactful and exciting.
• Competitive Compensation + Some of the BEST benefits you can find!
  • Paid Tuition
  • Paid Parental Leave
  • Dependent Scholarships
  • State Benefits
  • State Retirement •
• Work-Life-Balance: Full-time pay with a 37.5 work week

Job Related Minimum Required Education and Experience

• Requires a bachelor's degree in a job related field and 3 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.

Required Certification, Licensure/Other Credentials

Preferred Qualifications

• ITIL Foundations certification is preferred.
• Experience analyzing and documenting complex workflows and requirements of multiple teams or systems.
• Experience with Microsoft Office applications, especially Teams, Word, Excel, and Visio.
• Experience with Artificial Intelligence solutions.
• Experience using a work management platform, such as ServiceNow.
• ServiceNow training badges or certificates are preferred.
• Exceptional facilitation skills.
• Understanding of IT operations and technology.
• Ability to act quickly, pragmatically and assertively under pressure to prioritize and resolve technical issues.
• Self-motivated to initiate, originate action and be responsible for consequent decisions.
• To effectively plan, prioritize and co-ordinate own and others' activities.
• Drive solutions through persistent and thorough cross-functional teamwork

Knowledge/Skills/Abilities

• Strong knowledge of the ServiceNow platform and core capabilities, including ITSM (incident, problem, change), Service Catalog, CMDB, workflows/Flow Designer, reporting/dashboards, and integrations
• Ability to gather, analyze, and document business and technical requirements
• Excellent written and verbal communication skills, including experience engaging all staff levels up to executive leadership
• Ability to manage multiple priorities in a complex, enterprise environment
• Knowledge of policies, regulations, and governance frameworks
• Sound judgment and ability to make independent decisions
• Strong stakeholder engagement and relationship management skills
• Analytical thinking with strong problem-solving and attention to detail
• Ability to troubleshoot complex issues and resolve cross-functional challenges
• Conflict resolution and collaboration skills across diverse teams
• Basic knowledge of project management, tracking, and reporting techniques

Job Duties

Job Duty

Business Analysis & Requirements Management

Serves as a lead subject matter expert for enterprise-wide ServiceNow use, modification, and maintenance. Leads comprehensive requirements gathering efforts for ServiceNow enhancements, implementations, and process improvements. Facilitates discovery sessions, workshops, and stakeholder interviews to understand business needs, pain points, and operational objectives. Documents current-state and future-state processes, creates detailed business and functional requirements, user stories, workflow diagrams, and acceptance criteria. Ensures requirements are traceable, prioritized, and aligned with strategic IT and Service Management goals. Supports testing efforts, including user acceptance testing (UAT), validation of system functionality, and confirmation that delivered solutions meet defined requirements.

Essential Function
Yes

Percentage of Time
25

Job Duty

ServiceNow Platform Configuration & Solution Support

Partners with ServiceNow platform administrators and developers to design, configure, test, and deploy solutions across ServiceNow modules (e.g., Incident, Change, Problem, Request, FSM, HAM, CMDB). Provides functional expertise to ensure workflows, forms, notifications, SLAs, integrations, and automation are configured to meet business requirements and ITIL best practices. Reviews enhancement requests and demand intake items to assess feasibility, impact, dependencies, and risks. Participates in release planning and change implementation activities to ensure system updates are well-coordinated and compliant with governance standards.

Essential Function
Yes

Percentage of Time
20

Job Duty

Process Improvement & Service Lifecycle Alignment

Analyzes service delivery processes across the ITIL lifecycle (strategy, design, transition, operation, and continual improvement) to identify inefficiencies, control gaps, or opportunities for automation and standardization. Recommends and supports implementation of process improvements that enhance service quality, reduce manual effort, and improve the end-user experience. Ensures alignment between ServiceNow capabilities and established Service Management policies, SLAs, OLAs, and performance targets. Collaborates with process owners to evaluate cross-process impacts and promote consistent, integrated service delivery.

Essential Function
Yes

Percentage of Time
20

Job Duty

Stakeholder Engagement, Communication & Documentation

Serves as a strategic liaison between business stakeholders, technical teams, and Service Management leadership to ensure alignment of priorities, initiatives, and enterprise objectives. Operates with a high degree of independence and authority in managing relationships, facilitating decision-making, and resolving issues across organizational boundaries, including engagement with executive leadership.

Communicates project status, risks, and organizational impacts in a clear, timely, and effective manner to support informed decision-making and transparency across the enterprise.

Develops, maintains, and governs comprehensive documentation, including business requirements, process documentation, service design artifacts, knowledge articles, and training materials, ensuring accuracy, consistency, and alignment with organizational standards.

Supports and advances change management and user adoption efforts by contributing to communication strategies, coordinating training activities, and providing end-user support during system and process implementations.

Essential Function
Yes

Percentage of Time
20

Job Duty

Data Analysis, Reporting & Performance Monitoring

Develops and maintains dashboards, reports, and data visualizations within ServiceNow to monitor service performance, compliance, trends, and operational health. Analyzes ticket data, service metrics, asset data, and workflow performance to identify patterns, root causes, bottlenecks, and improvement opportunities. Provides actionable insights and recommendations to Service Management leadership to support data-driven decision-making. Supports audit requests, compliance reporting, and governance reviews by ensuring data integrity and reporting accuracy.

Other dutie