ServiceNow Business Analyst

Remote

Responsibilities

• Collaborate with stakeholders to gather and analyze business requirements across customer experience journeys (e.g., onboarding, payments, claims, underwriting, customer management).

• Lead and facilitate workshops to define service desk and ticket management processes.
• Translate business needs into user stories, functional specifications, and workflow designs.
• Design and document catalog items, approvals, permissions, and process flows.
• Identify data sources and contribute to high-level data modeling.
• Configure and support ServiceNow CSM modules, leveraging Flow Designer, Workflow Data Fabric, and Automation Center.
• Conduct user acceptance testing (UAT) and support successful deployment of solutions.
• Provide training and post-deployment support to end-users.

Collaborate with architecture owners and change management teams to align solutions with enterprise standards.
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