ServiceNow Business Analyst – ITSM and ITOM
New
I
ICFDigital Modernization
We are open to supporting 100% remote work anywhere within the U.S.Full-TimeMiddle
Salary67,355 - 114,503 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- AgileBusiness AnalysisSCRUMJiraConfluenceServiceNow
Requirements
- 3+ years of experience as a Business Analyst supporting software delivery, workflow modernization, or IT service management.
- 3+ years of experience eliciting and documenting requirements in Agile/Scrum or Kanban environments.
- 3+ years of experience facilitating stakeholder interviews, design workshops, and JAD sessions.
- Experience with ServiceNow ITSM workflows, terminology, and processes.
- Experience with ServiceNow ITOM concepts including CMDB, Discovery, and Service Mapping.
- Proficiency in creating user stories, acceptance criteria, process flows, and requirements traceability.
- Experience with Agile collaboration tools such as ServiceNow Agile Development, Jira, or Confluence.
- Strong analytical, documentation, and stakeholder management skills.
- Excellent written and verbal communication skills.
- Must reside in the United States and be able to perform work in the U.S.
- Must be a U.S. Citizen or Green Card holder.
- Must be able to obtain and maintain a Public Trust clearance if required.
Responsibilities
- Gather, analyze, document, and validate business and functional requirements with stakeholders.
- Translate business needs into user stories, acceptance criteria, process flows, and functional specifications.
- Analyze current and future-state service management processes to identify improvements in automation and user experience.
- Support ITSM applications including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
- Support ITOM requirements such as CMDB, Discovery, Service Mapping, and Event Management.
- Participate in Agile ceremonies and support backlog readiness, sprint planning, and retrospectives.
- Facilitate workshops, working sessions, and stakeholder meetings.
- Support quality assurance, including test case development, UAT planning, and defect review.
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