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

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

Position Overview 

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. This role is responsible for engaging with business stakeholders and process owners to design, deliver, and optimize ServiceNow solutions across a broad suite of modules, including HR Service Delivery (HRSD), IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Hardware Asset Management (HAM), Software Asset Management (SAM), Employee Service Center (ESC), and Service Mapping. The ideal candidate will possess deep functional and technical expertise in ServiceNow, a proven track record of translating complex business requirements into scalable solutions, and the ability to drive process improvement in a regulated, high-growth environment. 

Key Responsibilities 

• 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. 

Required Qualifications 

• Bachelor’s degree in Information Systems, Computer Science, Business Administration, or related field. 

• 5+ years of hands-on experience as a Business Analyst or Solution Architect working with ServiceNow in a large, complex environment. 

• Demonstrated expertise in at least four of the following ServiceNow modules: HRSD, ITSM, ITOM, ITAM, HAM, SAM, ESC, Service Mapping. 

• Proven ability to engage with stakeholders at all levels, elicit requirements, and deliver solutions that drive measurable business value. 

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