Job Specifications
ServiceNow Business Analyst (Contract-to-Hire)
Location: Remote (MST or PST Time Zones Only)
Industry: Information Technology & Services
Job Function: Information Technology
Experience Level: MidSenior
Engagement Type: Contract-to-Hire (Minimum 6 months)
Work Model: Remote-first (occasional optional travel, reimbursed)
Compensation
Hourly Pay Rate: $60/hour
Total Openings: 1
Relocation Assistance: Not available
Visa Sponsorship: Not available
Eligibility Note: Only candidates located in the Mountain (MST) or Pacific (PST) time zones will be considered.
Role Overview
As a ServiceNow Business Analyst, you will serve as the key liaison between business stakeholders and technical teams, ensuring successful implementation, enhancement, and optimization of ServiceNow solutions. You will lead requirements gathering, business process analysis, and solution design while partnering closely with ServiceNow developers and architects to deliver scalable, ITIL-aligned solutions.
Key Responsibilities
Business Analysis & Requirements
Partner with business stakeholders to gather, analyze, and document detailed requirements for ServiceNow solutions
Translate business needs into functional and technical requirements across modules including ITSM, ITOM, CSM, and CMDB
Develop comprehensive user stories, use cases, workflows, and process documentation
Process & Solution Design
Analyze and map current-state business processes and identify opportunities for optimization
Propose streamlined workflows leveraging ServiceNow best practices and platform capabilities
Collaborate with ServiceNow developers and architects to ensure solutions align with business objectives and ITIL frameworks
Configuration & Platform Support
Support configuration of ServiceNow applications, including:
Business rules
Workflows
Forms
Reports and dashboards
Assist with integrations, enhancements, and platform optimization efforts
Testing, Deployment & Change Management
Coordinate and support User Acceptance Testing (UAT)
Validate solutions meet business requirements prior to deployment
Support change management activities related to ServiceNow upgrades and enhancements
Stakeholder Communication & Enablement
Act as a trusted advisor to business users and technical teams
Facilitate workshops, requirements sessions, and stakeholder meetings
Provide training and ongoing support to end users to drive adoption
Continuous Improvement
Identify opportunities to enhance ServiceNow functionality based on feedback, metrics, and operational performance
Recommend platform optimizations and process improvements
Required Qualifications (MUST HAVE)
5+ years of experience as a ServiceNow Business Analyst
Minimum 3 years focused on ServiceNow implementations and process automation
ServiceNow Certified System Administrator (CSA) Required
Deep understanding of:
IT Service Management (ITSM)
IT Operations Management (ITOM)
Customer Service Management (CSM)
CMDB
Strong business analysis skills with proven experience:
Translating business requirements into technical specifications
Creating user stories, workflows, and process documentation
Solid understanding of ITIL frameworks
Excellent written and verbal communication skills
Strong stakeholder management and facilitation abilities
Proven analytical and problem-solving skills
Preferred Qualifications
Experience working in Agile/Scrum environments (sprint planning, stand-ups, retrospectives)
Experience with ServiceNow integrations (REST/SOAP)
Familiarity with ServiceNow CSM features, including:
Case Management
Customer Portals
Knowledge Management
Omnichannel Engagement (email, chat, virtual agent)
Experience with advanced ServiceNow capabilities:
Flow Designer
Virtual Agent
Performance Analytics
Experience supporting data migration and integration projects
Working knowledge of cloud platforms (AWS, Azure) and ServiceNow integrations
Business Analyst certifications such as CBAP or IIBA (highly desirable)
About the Company
Executiveplacements.com is a platform for executives to upload their CV, search for jobs, and network. With a focus on executives earning over R600K pa, Executive Placements is the only executive job portal in South Africa. Over 200,000 Executive have now registered on this portal. Jobplacements.com is a general job board, focusing on candidates earning below this amount. Over 2,800,000 candidates have registered on this portal. Between the two portals recruiters can reach out to over 3m candidates of which 8% are earning ov...
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