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Job Description

As the ServiceNow ITSM Technical Business Analyst, you will serve as the vital bridge between business stakeholders and the technical development team, driving enhancements across core ITSM modules such as Incident, Problem, Change, Service Catalog, and CMDB. Your day-to-day will involve gathering and analyzing business requirements, translating them into clear user stories, and collaborating closely with architects and developers to design scalable solutions aligned with ITIL best practices. You’ll participate in Agile ceremonies, support system integration and user acceptance testing, and create documentation and training materials to ensure smooth adoption. Additionally, you’ll lead stakeholder workshops, identify opportunities for process optimization, and stay current with ServiceNow platform updates to continuously improve service delivery.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

-Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience.

-2+ years of experience as a Business Analyst, specifically focused on the ServiceNow platform.

-ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM.

-Deep functional and technical knowledge of the ServiceNow ITSM suite, including:

-Incident Management

-Problem Management

-Change Management

-Service Catalog & Request Fulfillment

-Configuration Management Database (CMDB)

-Knowledge Management -ITIL Foundation Certification (v3 or v4).

-Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow.

-Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM).

-Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules)