Mid. Business Analyst (Service Now)Mid-levelRemoteFull-timeA month ago

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About the job

iTJ is seeking a highly motivated and team-oriented Business Systems Analyst to drive effective utilization of the ServiceNow platform. In this role, you will be a key member of an Agile Scrum development team.  You will identify and build requirements for workflows, integrations, and automation that align with business goals and priorities. This role requires a deep understanding of both ServiceNow functionality coupled with strong leadership to guide teams through the Agile development process.

What will you do?

  • Partner with business customers to collect, define, analyze, document and review user stories and functional requirements for projects and enhancements for ServiceNow applications.
  • Prioritize development work and serve as scrum master for the development team to facilitate Agile best practices for features and capabilities delivery.
  • Create process definition diagrams, use cases, user stories, requirement traceability matrix, and acceptance criteria.
  • Build reports, dashboards and KPI analytics of ServiceNow data using tools such as ServiceNow Performance Analytics.
  • Develop and execute test plans including User Acceptance Testing with business stakeholders.
  • Understand and convey business priorities for initiatives, enhancements, and projects including assisting in the development of roadmap and future capabilities of solutions.
  • Collect, consolidate, and analyze service metrics to facilitate decision-making related to service improvements.
  • Evaluate and ensure solutions meet agreed-upon business requirements and drive business customer satisfaction.
  • Coordinate and lead discussions between ServiceNow developers, product owners, and architects with internal customers to ensure services are meeting business needs and requirements.


  • 3-4 years minimum working as a Business Analyst with 2 years of domain expertise in the ServiceNow platform.
  • Demonstrate ability for translating User requirements into groomed stories, functional requirements specification, test cases, and use cases.
  • Ability to multitask and manage time effectively amongst multiple priorities.
  • On-call flexibility, including, unplanned and planned maintenance and outages.
  • Experience using enterprise tools such as Visio or Lucid Chart, Teams, Confluence and Jira

Nice to have: 

  • Scrum Master certified and experience leading a scrum-based delivery team (preferred)
  • Experience working in a regulated environment within a global company (preferred)
  • knowledge of ITIL processes or certification (preferred)


Hard Skills

  • Ability to work under Pressure

Soft Skills

  • Analysis and Problem Solving
  • Analytical Thinking
  • Conflict Management
  • Drive High Performance
  • Detail Oriented
  • Process Oriented

Technical Skills

  • Jira