Job Description

STRATEGIC STAFFING SOLUTIONS HAS AN OPENING!

This is a Contract Opportunity with our company that MUST be worked on a W2 Only. No C2C eligibility for this position. Visa Sponsorship is Available! The details are below.

“Beware of scams. S3 never asks for money during its onboarding process.”

Job Title: ServiceNow ITSM Technical Business Analyst
Contract Length: 6+ Months
Location: Lutz, FL 33549

Job ref# 243970

Position Overview

We are seeking a skilled and detail-oriented ServiceNow Business Analyst (ITSM) to support ongoing projects, enhancements, and process optimization initiatives within our ServiceNow platform. This role requires a strong understanding of IT Service Management (ITSM), ITIL practices, and the ability to translate business needs into actionable requirements. The ideal candidate will work closely with cross-functional teams to deliver scalable and efficient solutions.

Key Responsibilities

Requirements & Analysis

• Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects.
• Translate high-level business needs into detailed user stories and acceptance criteria for the development team.
• Conduct gap analyses between current processes and ServiceNow capabilities, recommending optimal out-of-the-box solutions.
• Define and document non-functional requirements (e.g., performance, security, data integrity).
• Ensure alignment between business objectives and technical deliverables.

Solution Design & Implementation

• Collaborate with ServiceNow Architects and Developers to design effective, scalable, and user-friendly solutions.
• Ensure all solutions align with organizational standards, ITIL best practices, and long-term platform strategy.
• Support configuration and customization activities for ServiceNow modules.
• Actively participate in Agile/Scrum ceremonies (sprint planning, backlog grooming, retrospectives).

Testing, Training, & Support

• Develop and execute test plans, test cases, and coordinate system integration testing (SIT).
• Facilitate User Acceptance Testing (UAT) to ensure solutions meet documented requirements.
• Maintain comprehensive documentation, including process maps, knowledge articles, and training materials.
• Provide post-implementation support and continuous improvement recommendations.

Stakeholder Management & Process Improvement

• Act as a liaison between IT process owners, end-users, and technical delivery teams.
• Lead workshops and working sessions to clarify requirements and achieve stakeholder consensus.
• Identify opportunities for process optimization and automation within ITSM workflows.
• Stay current with ServiceNow platform releases and ITSM best practices.

Required Qualifications

• Minimum 2 years of experience as a Business Analyst, preferably 5+ years in ServiceNow-focused roles.
• Strong functional and technical knowledge of the ServiceNow ITSM suite, including:
• Incident Management
• Problem Management
• Change Management
• Service Catalog & Request Fulfillment
• CMDB (Configuration Management Database)
• Knowledge Management
• Understanding of the ITIL framework and its application (ITIL certification a plus).
• Proven experience working within Agile/Scrum methodologies.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent verbal and written communication abilities for both technical and non-technical audiences.
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field (or equivalent experience).

Preferred Certifications & Skills

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS–ITSM).
• ITIL Foundation Certification (v3 or v4).
• Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM).
• Familiarity with data reporting and dashboard creation within ServiceNow.
• Basic experience with scripting or configuration (workflows, UI policies, business rules).