Business System Analyst

Boston, Massachusetts

  ServiceNow - Business Analyst / Process Consultant


ServiceNow Business Analyst

*Must be based in New England*


We are looking for an experienced ServiceNow Business Analyst to join an expanding team focusing on Administration for a newly implemented platform. Focusing heavily on ITSM and eventually expanding into CSM.



• Driving Service Management specific process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders.
• Assisting in development of project charter, project plans and enablement training of the client.
• Promoting continuous process improvement practices.
• Scrum Master experience is essential.
• Understanding client business processes and employee service needs and working with the client to demonstrate how ServiceNow ITSM will support these processes.
• Provide guidance to the client and to ServiceNow technical resources in the implementation of the to/be processes. Advise on all things functional and operationally related to ServiceNow ITSM implementation projects.
• Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks.
• Lead clients in their efforts to take advantage of the ServiceNow functional capabilities and in their efforts to improve their ITSM processes.
• Conduct Discovery workshops and serve as functional lead throughout the lifecycle of engagements.
• Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations, gap analysis reports.
• Develop and maintain design workbooks, process documentation and ServiceNow Agile stories.
• Juggle multiple and complex projects and initiatives.


If you would be interested in hearing more apply today!