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  • Managed Services Business Analyst
    Location: Remote (U.S. Only)
    Employment: Contract
    Clearance Requirement: U.S. Citizenship


    Our client, a well-established IT services provider, is hiring a Senior Business Analyst to join their team remotely on a contract basis. The successful candidate will lead solution delivery efforts and drive digital transformation for their Managed Services clients, enabling them to unlock measurable value from their ServiceNow investments.


    Responsibilities

    • Act as the primary liaison between business stakeholders and the ServiceNow development team, ensuring alignment and clarity across all phases of delivery.

    • Lead discovery sessions and translate business needs into actionable user stories and functional requirements.

    • Mentor and support developers by providing detailed context, requirements and design guidance.

    • Advocate for the customer throughout the development lifecycle, ensuring solutions deliver maximum value.

    • Identify and define opportunities to implement AI-driven features such as Virtual Agent, Predictive Intelligence and machine learning enhancements.

    • Analyze and optimize business processes, recommending future-state solutions using standard and custom ServiceNow capabilities.

    • Ensure alignment with enterprise frameworks like CSDM, ITIL and CMDB health best practices.

    • Support Agile delivery through active participation in sprint planning, backlog refinement, code reviews and demos.

    • Coordinate and lead testing efforts, including solution validation and support for user acceptance testing (UAT).

    • Maintain comprehensive documentation, including requirements, knowledge articles and change management artifacts.



    Skillset

    • Minimum of 5 years of experience as a Business Analyst, with at least 3 years focused on ServiceNow implementations or operations.

    • Proven hands-on expertise with ServiceNow modules such as ITSM, ITOM, CMDB, or CSDM.

    • ServiceNow Certified System Administrator (CSA) is a must.

    • Certified ScrumMaster (CSM) or equivalent Agile certification.

    • ITIL v4 Foundation Certification.

    • Experience with advanced ServiceNow features such as Discovery, domain-separated instances, Software/Hardware Asset Management (SAM/HAM) and AI integrations.

    • Understanding of responsible AI practices and data governance principles.

    • Working knowledge of ServiceNow AI/ML capabilities, including Virtual Agent, Predictive Intelligence and related tools.

    • Exceptional communication skills and a strong ability to manage priorities across multiple stakeholders.

    • U.S. Citizenship is required for work with federal clients.

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