ServiceNow Business Analyst

Who We're Looking For (Position Overview):

Spry Methods is seeking a detail-oriented ServiceNow Business Analyst to serve as a critical liaison between business stakeholders and technical teams. This role is responsible for gathering and translating business requirements into functional specifications for ServiceNow solutions, ensuring that platform implementations align with organizational needs and drive business value. The ideal candidate will combine strong analytical skills with ServiceNow platform knowledge and excellent communication abilities to deliver solutions that improve efficiency and user satisfaction.

What Your Day-To-Day Looks Like (Position Responsibilities):

• The SNOW Business Analyst will work collaboratively with business users, IT teams, and stakeholders to understand business processes, identify improvement opportunities, and define requirements for ServiceNow implementations and enhancements. This individual will facilitate requirements workshops, document business processes, create functional specifications, and support testing and user adoption initiatives. Principal responsibilities include but are not limited to:
• Elicit, analyze, and document business requirements from stakeholders across various departments
• Translate business needs into detailed functional specifications and user stories for ServiceNow solutions
• Facilitate requirements gathering workshops, interviews, and focus groups with business stakeholders
• Analyze current business processes and workflows to identify improvement opportunities
• Create process flow diagrams, use cases, and workflow documentation
• Collaborate with ServiceNow developers and administrators to ensure accurate implementation of requirements
• Define acceptance criteria and develop test plans for ServiceNow solutions
• Conduct gap analysis between current state and desired future state
• Design and document ServiceNow configuration requirements including forms, workflows, catalog items, and reports
• Support user acceptance testing (UAT) coordination and defect resolution
• Create training materials and conduct end-user training sessions
• Develop and maintain requirements traceability matrices
• Participate in backlog grooming and sprint planning sessions in Agile development
• Gather and work w/ Product Owner to prioritize enhancement requests and feature requirements
• Create and maintain business process documentation and standard operating procedures
• Analyze system usage data and metrics to identify improvement opportunities
• Support ServiceNow platform upgrades by assessing business impact and requirements
• Support change management activities related to ServiceNow implementation & user adoption

What You Need to Succeed (Minimum Requirements):

• Education and Experience:
• Public Trust
• Bachelor's degree in Computer science, Information Technology, or related field, & or equivalent work experience
• Minimum 1-3 years of experience as a Business Analyst, preferably in IT or enterprise systems
• At least 1-2 years of hands-on experience with ServiceNow platform
• Proven experience gathering and documenting business requirements
• Experience with business process analysis and process improvement methodologies
• Track record of successfully delivering technology projects from requirements through implementation
• Experience with Agile/Scrum development methodologies



• Required Skills and Competencies:
• Strong understanding of ServiceNow platform capabilities and modules
• Proficiency in creating process flow diagrams using tools like Visio, Lucidchart, or similar
• Experience with requirements management tools (Jira, Azure DevOps, Confluence, SharePoint)
• Knowledge of ITIL processes (Incident, Problem, Change, Service Request, Knowledge Management)
• Understanding of workflow design and automation concepts
• Ability to create mock-ups and wireframes for user interface designs
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Visio)
• Basic understanding of relational databases and data relationships
• Familiarity with reporting and analytics tools
• Knowledge of system integration concepts and data flow mapping
• Understanding of user experience (UX) principles
• Outstanding written and verbal communication skills
• Collaborative team player who works effectively across functions
• Strong facilitation and presentation skills
• Active listening skills with ability to ask probing questions
• Stakeholder management and relationship building capabilities
• Customer-focused approach with emphasis on user satisfaction

Ideally, You Also Have (Preferred Qualifications):

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS)
• Experience with specific ServiceNow modules (ITSM, ITOM, ITBM, CSM, HRSD, or others)
• Business Analysis certifications (CBAP, CCBA, PMI-PBA)
• ITIL Foundation certification
• Ability to translate technical concepts for non-technical audiences and vice versa
• Strong organizational skills with ability to manage multiple priorities
• Detail-oriented with commitment to accuracy and quality
• Problem-solving mindset with creative thinking abilities
• Adaptability and flexibility in dynamic environments
• Prior government consulting experience

#CJ

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.