ServiceNow Business Analyst

Boise, Idaho

ServiceNow - Business Analyst / Process Consultant

Permanent

Our client, a premier ServiceNow partner, are hiring a ServiceNow Business Analyst to join the team in Boise, Idaho. The successful candidate will leverage their expertise in ITOM and CSM modules to transform client requirements into practical, value-driven solutions that align with business needs and deliver measurable impact.

Responsibilities

As the ServiceNow Business Analyst, you will collaborate with stakeholders to gather, analyze and document ITOM and CSM requirements, ensuring alignment with business objectives.
You will partner with technical teams to design and validate ServiceNow solutions for ITOM and CSM, ensuring they meet client needs and best practices.
Identify and implement opportunities to streamline ITOM and CSM workflows, enhancing performance, reliability, and customer experience.
Act as a liaison between clients, developers, and project managers to ensure solutions meet expectations and deliver value.
Create test cases, conduct UAT, and support solution deployment, including training and documentation.
Stay abreast on ServiceNow best practices and new releases, proactively recommending enhancements to support client needs and emerging trends in ITOM and CSM.

Skillset

At least 3 years of experience as a Business Analyst, including at least 2 years specializing in ServiceNow ITOM and CSM modules.
ServiceNow Certified System Administrator (CSA) required; Certified Implementation Specialist for ITOM or CSM preferred.
In-depth knowledge of ITOM (Discovery, Service Mapping, Event Management) and CSM workflows and best practices.
Strong analytical and problem-solving skills, with the ability to translate business needs into technical requirements.
Exceptional communication and interpersonal skills for effective client interactions.
Experience in conducting user training and creating detailed process documentation.
Proficient with the ServiceNow platform and experienced with project tracking and collaboration tools (e.g. JIRA, Confluence or similar).