Senior Business Analyst, ServiceNow (Hybrid- Acton, MA or San Diego, CA)

The Senior ServiceNow Business Analyst is a strategic partner and solution architect for the organization's ServiceNow platform, supporting a global user base of 6,500+ employees. The role is responsible for engaging with business stakeholders and process owners to design, deliver, and optimize ServiceNow solutions across a broad suite of modules.

Requirements

• Serve as the primary liaison between business owners, process stakeholders, and the ServiceNow platform team to gather, analyze, and document requirements.
• Lead workshops and discovery sessions to identify business challenges and opportunities for automation and process optimization.
• Translate business requirements into detailed user stories, acceptance criteria, and solution designs for ServiceNow modules, ensuring alignment with organizational objectives and regulatory requirements.
• Architect and deliver end-to-end ServiceNow solutions across HRSD, ITSM, ITOM, ITAM, HAM, SAM, ESC, and Service Mapping modules.
• Oversee the full solution lifecycle: requirements, design, configuration, testing, deployment, and continuous improvement.
• Collaborate with ServiceNow developers and administrators to ensure technical feasibility, scalability, and maintainability of solutions.
• Drive standardization and best practices for ServiceNow usage, data integrity, and process automation.
• Lead and coordinate User Acceptance Testing (UAT), training, and change management activities to ensure successful adoption of new solutions.
• Develop and maintain comprehensive documentation, including process flows, user guides, test plans, and training materials.
• Support Agile delivery by breaking down requirements into actionable stories, estimating effort, and tracking progress through sprints.
• Collaborate with cross-functional teams using Agile Scrum methodologies to deliver ServiceNow solutions in iterative sprints.
• Use Jira Agile as the primary platform for backlog management, sprint planning, story tracking, and reporting.
• Participate in daily stand-ups, sprint reviews, and retrospectives to drive continuous improvement.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (PTO)
• Additional employee wellness programs