ServiceNow Business Analyst

Stand8 Technology Consulting provides end-to-end IT solutions to enterprise partners across the United States. They are seeking a ServiceNow Business Analyst to help shape and expand an enterprise ServiceNow environment supporting a global media organization, focusing on Service Portal and Service Catalog.

Responsibilities:

• Lead requirements discovery and analysis for ServiceNow Service Portal, Service Catalog, Workplace, ITSM, and related platform capabilities
• Partner with business stakeholders and technical teams to understand current-state processes, identify gaps, and design scalable future-state solutions
• Gather requirements for portal experiences, catalog items, request forms, workflows, approvals, knowledge content, navigation, search, and user-facing functionality
• Support the configuration and continued establishment of the ServiceNow environment as new capabilities and business units are introduced
• Facilitate onboarding of new business units into the ServiceNow instance, including process discovery, requirement alignment, workflow standardization, and rollout planning
• Conduct Employee Center discovery and readiness activities, including stakeholder interviews, persona identification, content and service requirements, information architecture, and implementation recommendations
• Translate business needs into epics, user stories, functional requirements, process flows, wireframes, mockups, and detailed acceptance criteria
• Work with ServiceNow Product Managers, developers, architects, and implementation partners to confirm that proposed solutions are technically feasible and aligned with platform best practices
• Identify opportunities to use out-of-the-box ServiceNow functionality, reduce unnecessary customization, and improve the consistency and maintainability of the platform
• Document current-state and future-state processes, workflows, business rules, dependencies, risks, constraints, and integration requirements
• Create and maintain functional design documentation for Service Portal, Service Catalog, Employee Center readiness, and related ServiceNow enhancements
• Support integrations between ServiceNow and enterprise applications, data sources, identity platforms, and other business systems
• Lead or support test strategy, test-case development, functional testing, system integration testing, regression testing, and user acceptance testing
• Validate configured stories against requirements and acceptance criteria, document defects, and coordinate resolution with development teams
• Support release planning, production migration, deployment validation, and post-production stabilization
• Develop reports, dashboards, user guides, job aids, training materials, demonstrations, and onboarding documentation
• Support organizational change management by clearly communicating the future-state solution, business impacts, and adoption requirements
• Participate in Agile ceremonies, backlog refinement, sprint planning, demonstrations, retrospectives, and Program Increment planning as applicable
• Provide visibility into project risks, dependencies, roadblocks, decisions, and recommended resolutions

Requirements:

• 4+ years of experience working with ServiceNow and enterprise IT service management platforms
• 3+ years of business systems analysis in an enterprise software environment
• Hands-on experience supporting greenfield (net-new) ServiceNow Service Portal and Service Catalog initiatives
• Experience gathering requirements for catalog items, record producers, request forms, workflows, approvals, knowledge content, and portal user experiences
• Experience writing epics, user stories, functional requirements, process flows, and measurable acceptance criteria
• Experience creating wireframes, mockups, process diagrams, and functional design documentation
• Strong understanding of ServiceNow ITSM capabilities, including Incident, Problem, Change, Request, and Knowledge Management
• Experience supporting ServiceNow platform configuration, enhancements, testing, releases, and production deployments
• Experience onboarding new departments or business units into an existing enterprise ServiceNow environment
• Experience developing test plans and executing functional, regression, system integration, and user acceptance testing
• Ability to translate complex business requirements into practical, scalable ServiceNow solutions
• Understanding of platform governance, configuration standards, and the importance of minimizing unnecessary customization
• Strong facilitation, stakeholder-management, analytical, written communication, and documentation skills
• Ability to work effectively with business leaders, product managers, developers, architects, testers, and external implementation partners
• Ability to manage multiple workstreams, priorities, dependencies, and stakeholder groups within an Agile delivery environment
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), or related ServiceNow certification
• Experience with ServiceNow Employee Center, Employee Center Pro, or similar enterprise employee-service experiences
• Experience conducting Employee Center discovery, readiness assessments, persona analysis, content planning, information architecture, or implementation requirements
• Experience transitioning users or services from a legacy Service Portal experience to Employee Center
• Experience with Workplace Service Delivery or enterprise workplace-service workflows
• Familiarity with ServiceNow Automated Test Framework
• Familiarity with ServiceNow integrations, IntegrationHub, REST APIs, identity management, or enterprise data integrations
• Experience working with large global or multinational organizations
• ITIL 4 certification or equivalent practical experience