Role Overview: As a ServiceNow Business Analyst, you will serve as the bridge between business users and technical teams to ensure the successful design, configuration, and optimization of ServiceNow solutions. You will translate business needs into technical requirements across various ServiceNow modules.

• Work Location: Remote (Applicants must reside in MST or PST time zones).
• Engagement Model: Contract-to-hire (6-month minimum with potential early conversion).
• Work Schedule: Remote-first role; occasional reimbursed travel for client engagements.
• Certification: ServiceNow Certified System Administrator (CSA) required.

Key Responsibilities:

• Collaborate with stakeholders to gather, analyze, and document detailed business requirements.
• Design and optimize solutions leveraging ServiceNow modules such as ITSM, ITOM, CSM, and CMDB.
• Map existing business processes and recommend improvements aligned with ITIL best practices.
• Develop user stories, process flows, and functional documentation for configurations and integrations.
• Assist with system configuration, including workflows, business rules, forms, reports, and dashboards.
• Coordinate and support user acceptance testing (UAT) to ensure solution readiness.
• Communicate project status, issues, and deliverables with stakeholders across teams.
• Identify opportunities for process optimization and ServiceNow feature enhancements.
• Support change management activities during upgrades and new releases.
• Train and guide end-users on new ServiceNow features to strengthen adoption and usability.

Required Qualifications:

• Minimum 5+ years of experience as a Business Analyst, with at least 3 years focused on ServiceNow implementations and process automation.
• Strong knowledge of ServiceNow modules, including ITSM, ITOM, CSM, and CMDB.
• Proven skills in business process modeling, requirement documentation, and solution validation.
• Experience creating user stories, workflows, and technical documentation.
• Proficiency in Agile/Scrum methodologies and sprint participation.
• Excellent communication, facilitation, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Sound understanding of ITIL frameworks and their application within ServiceNow.

Preferred Qualifications:

• Experience with ServiceNow integrations (REST, SOAP) and data management.
• Knowledge of advanced ServiceNow features such as Flow Designer, Virtual Agent, and Performance Analytics.
• Familiarity with ServiceNow CSM features: Case Management, Customer Portals, Knowledge Management, and Omnichannel Engagement.
• Experience with data migration and cloud integrations (AWS, Azure).
• Background in the healthcare industry or large enterprise/consulting environments (e.g., Client, Client, PwC, Booz Allen).

Behavioral Skills:

• Strong sense of ownership and accountability for project outcomes.
• Ability to collaborate effectively in an Agile, fast-paced environment.
• Attention to detail and commitment to delivering quality solutions.