Senior ServiceNow Business Analyst (Hybrid, Acton, MA)

The Senior ServiceNow Business Analyst will collaborate with internal teams to define requirements, develop solutions, and convert them into agile stories with acceptance and testing criteria. This role ensures technical viability, identifies opportunities to reduce implementation efforts, and updates stakeholders on progress.

Requirements

• 5+ years’ experience as a Business Analyst for Task/Workflow applications like ServiceNow, BMC Helix, Atlassian Jira Service Management, Zendesk, Freshservice, etc.
• Strong oral and written communication skills
• Proficiency in MS Office Suite
• Ability to create Workflow and Swim Lane documentation
• Understanding of ITIL frameworks – Service management, Change Management, Configuration Management, and Release Management
• Experience managing relationships, operating procedures, and service level agreements with clients and coworkers
• Experience in test plan creation and execution
• Understanding of Agile methodologies
• Experience designing and implementing IT and Non-IT related process workflows, procedures, and technical standards

Benefits

• US base salary range for this full-time position is $90,075.00 - $135,112.50