ServiceNow Business Analyst

In this role for 90/hr, the ITSM Business Analyst will serve as the bridge between internal stakeholders and the ServiceNow implementation vendor. Day-to-day responsibilities include documenting current service desk workflows, identifying gaps in categorization and automation, and organizing support processes to enable a more structured and scalable environment. The BA will work closely with stakeholders to define issue categories, fulfillment paths (e.g., hardware requests like laptops), and service catalog items. They will prepare detailed requirements and spreadsheets, guide the vendor through business processes, and support integration setup. The BA will also help drive adoption by leveraging their deep understanding of Service Desk functionality to design user-friendly workflows that promote self-service and community engagement. Operating in a lean environment, they'll balance strategic planning with hands-on execution, ensuring that informal support channels are transitioned into formalized, trackable workflows within ServiceNow.
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Required Skills & Experience
- 10+ years' experience in a business analyst role focusing on IT service management, capable of leading the interaction between internal technical stakeholders and the vendor
• i.e. documenting current-state workflows, identifying gaps, and translating them into actionable requirements
- Strong understanding of ServiceNow integrations and supporting end-to-end service management, including workflow design and service catalog development
- Strong understanding of Service Desk operations, end-user support models, and ITIL principles
- Skilled in creating and managing requirements documentation, process maps, and data spreadsheets for vendor collaboration
Bachelor's Degree in related field
Nice to Have Skills & Experience
Background in asset management or hedge fund environments, ideally with exposure to front-office, middle, or back-office operations and service management processes
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.