ServiceNow Business Analyst (HRSD & ITSM), Senior Associate, Technology Consulting

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The Opportunity

We are seeking a ServiceNow Business Analyst (Senior Associate) with strong experience in HR Service Delivery (HRSD) and IT Service Management (ITSM) to support and lead enterprise ServiceNow engagements.

In this client-facing role, you will act as the bridge between business stakeholders and technical teams, supporting Day 2 operations, enhancement initiatives, change requests, and continuous platform improvement. You will be responsible for gathering and translating business requirements, managing stakeholder communications, coordinating delivery activities, and driving successful implementation outcomes.

The ideal candidate is comfortable engaging senior client stakeholders, managing multiple workstreams, and helping clients maximize the value of their ServiceNow investment.

Key Responsibilities

Business Analysis & Requirements Management

• Collaborate with client stakeholders to gather, analyze, and document business requirements.
• Lead workshops, discovery sessions, and requirement-gathering discussions.
• Translate business requirements into functional specifications and user stories.
• Support solution design discussions with ServiceNow architects and developers.
• Validate delivered solutions against business requirements and acceptance criteria.

HRSD & ITSM Delivery

• Support implementation and enhancement initiatives across ServiceNow HRSD and ITSM modules.
• Write and maintain programmable code outlined in technical instructions and specifications for software applications and operating systems.
• Lead Day 2 support and continuous improvement activities.
• Manage and prioritize incidents, service requests, enhancements, and change requests (CRs).
• Work closely with technical teams to ensure timely resolution of issues and delivery of enhancements.
• Perform impact assessments and support testing, UAT, and deployment activities.

Stakeholder & Client Management

• Serve as the primary point of contact for assigned client stakeholders.
• Facilitate regular governance, status, and project meetings.
• Manage client expectations, risks, dependencies, and escalations.
• Build trusted advisor relationships and identify opportunities for future ServiceNow initiatives.

Change Request & Project Coordination

• Coordinate end-to-end delivery of change requests from requirements through deployment.
• Track project milestones, deliverables, risks, and actions.
• Support project management activities including status reporting and stakeholder communications.
• Ensure project documentation and governance standards are maintained.

Advisory & Growth

• Identify opportunities for platform optimization and additional ServiceNow adoption.
• Contribute to roadmap discussions and future-state solution planning.
• Support proposal development, solutioning, and presales activities where required.

Skills and Attributes for Success

• Strong knowledge of ServiceNow HRSD and ITSM processes and capabilities.
• Excellent stakeholder management and communication skills.
• Ability to independently facilitate workshops and requirement discussions.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple client priorities in a fast-paced consulting environment.
• Strong project coordination and organizational skills.
• Comfortable working with both business and technical stakeholders.
• Consulting mindset with a focus on delivering business value.

To Qualify for the Role, You Must Have

• Bachelor's degree in Information Systems, Business, Computer Science, or a related discipline.
• 3-6 years of experience as a Business Analyst, Functional Consultant, or ServiceNow Consultant.
• Hands-on experience with ServiceNow HRSD and/or ITSM implementations.
• Experience supporting Day 2 operations, enhancements, and change request management.
• Proven experience gathering and documenting business requirements.
• Experience conducting UAT, process mapping, and stakeholder workshops.
• Strong client-facing and stakeholder management experience.
• Experience working in consulting, system integration, or enterprise environments.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – HRSD (CIS-HR)
• ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
• Agile, Scrum, or Business Analysis certifications

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