ServiceNow Business Analyst (Only Local to NC)

Position: ServiceNow Business Analyst

Location: Charlotte, NC - Onsite

Job description:

The ServiceNow Business Analyst acts as a bridge between business stakeholders and technical teams.

Key Responsibilities:

• Gather, analyze, and document business requirements for ServiceNow initiatives (BAU and enhancements)

• Translate requirements into clear user stories, acceptance criteria, and functional specifications

• Work with stakeholders to prioritize backlog items and manage scope expectations

• Participate in sprint planning, backlog grooming, demos, and retrospectives

• Support UAT planning, execution, defect triage, and sign‑off

• Maintain documentation: BRDs, user stories, process flows, SOPs, training materials

ServiceNow Technical & Platform Responsibilities

• Possess hands on understanding of ServiceNow platform architecture

• Understand how requirements map to:

o Tables, fields, relationships

o Forms, views, UI policies

o Workflows vs Flow Designer

o Business Rules, Client Scripts, Script Includes (conceptual level)

o Convert Business requirements to Functional Requirement documentation and collaborate with Dev/Lead Dev’s for Technical Design documentation.

• Design requirements that align with out of the box capabilities before customization

• Understand RITM → SCTASK lifecycle, fulfillment models, approvals, and SLAs

• Review and validate technical solution approaches proposed by developers

• Identify technical impacts, dependencies, and risks early in the lifecycle

• Ensure requirements are upgrade safe, scalable, and maintainable

• Support data related discussions (imports, CMDB impacts, integrations – conceptual)

Collaboration & Governance

• Act as a single point of contact between business and technical teams

• Work closely with:

o ServiceNow Developers

o Lead Developer / Architect

o Product Owners / Scrum Master

• Help enforce BAU vs Project scope boundaries

• Participate in release planning and post release validation

• Support leadership with status updates, risks, and dependency tracking

Required Skills & Experience

• Core Experience

• 6–10+ years of experience as a Business Analyst, with ServiceNow focus

• Strong experience in Agile / Scrum delivery models

• Excellent stakeholder communication and documentation skills

• Experience working with US based customers / stakeholders preferred

ServiceNow Technical Knowledge (Must Have)

• Strong understanding of ServiceNow core platform concepts

• Functional knowledge of:

o ITSM (Incident, Problem, Change)

o Asset (HAM and SAM)

o CMDB

o Service Catalog & Request Fulfillment

o Application Portfolio Management

o Business Continuity Management

o SecOps (SIR and VR)

o Knowledge Management

o CMDB (conceptual understanding)

• Ability to read and understand:

o User stories vs technical tasks

o Configuration vs customization

• Awareness of integrations (REST, MID Server – conceptual)

• Comfortable working with developers on technical feasibility discussions

Required Skills & Experience:

• 6–10+ years of ServiceNow Business Analyst experience

• Strong ITIL and ServiceNow platform knowledge

• Agile/Scrum delivery experience

• • Strong stakeholder communication skills