ServiceNow Business Analyst – Service Management Consultant

Job Description: • Gather requirements and facilitate workshops to collect and document business and technical requirements • Translate complex technical specifications into business logic and vice versa • Collaborate with stakeholders to evaluate ServiceNow capabilities and enhancements • Create user stories, process guides, end-user documentation, and playbooks • Document enhancement requests and technical specifications • Maintain clear communication with stakeholders regarding status updates and feasibility assessments • Maintain deep knowledge of ServiceNow modules including IT Workflows, CRM Workflows, HRSD, Security & Risk, AI, etc. • Partner with ServiceNow developers and provisioning analysts to ensure alignment of business and technical objectives • Support UAT sessions and training for various client personas • Write user stories to be configured by technical developers • Work within Agile frameworks to support sprint planning and execution • Proactively identify risks, issues, and blockers and communicate through appropriate channels • Ensure deliverables are complete, consistent, and aligned with customer expectations Requirements: • Bachelor’s degree in Computer Science, Information Systems, or related field • 3+ years of experience as a Business Analyst or Product Specialist in ServiceNow environments • ITIL Foundation Certification (v4) • Strong oral and written communication skills • Proficiency in Agile lifecycle and tools like ServiceNow Docs and NowCreate • Experience with multiple ServiceNow applications (e.g., ITSM, HRSD, CSM, GRC) • Familiarity with Common Services Data Model and Strategic Portfolio Management • Ability to work independently and manage multiple priorities Benefits: • Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade • Company paid holidays • Personal Days • Sick Leave • Medical, dental, and vision coverage (or provincial healthcare coordination in Canada) • Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada) • Life and disability insurance • Employee assistance programs • Other benefits as provided by local policy and eligibility Apply tot his job