SAP NS2 ServiceNow Business Automation Specialist

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

 

COMPANY DESCRIPTION

SAP is the global market leader for business software and related services. SAP National Security Services Inc. ® (SAP NS2®) is an independent U.S. subsidiary, offering SAP solutions with specialized levels of security and support to meet the requirements of U.S. national security and critical infrastructure customers.

All internals must have manager’s approval to transfer.

Must be a U.S. Citizen. This position requires access to customer data.

 

ServiceNow Business Automation Specialist

REQUIREMENTS:

• ServiceNow Certified System Administrator preferred, or equivalent hands-on ServiceNow platform experience
• Strong understanding of Configuration Management Database (CMDB) principles, data model, and best practices
• Experience supporting or administering a ServiceNow CMDB, including discovery, CI lifecycle, and data quality processes
• ServiceNow product experience in SPM (Strategic Portfolio Management), IRM (Integrated Risk Management), SecOps (Security Operations), and ITOM (IT Operations Management) preferred
• ITIL Processes knowledge and certification strongly preferred
• Hands-on experience with ServiceNow Knowledge Management and Service Catalog
• Proficiency working within Agile/SCRUM framework and methodology
• Experience with REST APIs, WSDL, JSON — enough to support requirements gathering and integration specifications
• ServiceNow Business Analyst certification (preferred

 

RESPONSIBILITIES:

• Work directly with stakeholders to gather, analyze, and document detailed business and functional requirements for ServiceNow solutions
• Translate business requirements into clear and actionable user stories and acceptance criteria for the development team
• Facilitate and lead requirements workshops, process mapping sessions, and stakeholder meetings
• Support the administration and ongoing maintenance of ServiceNow CMDB, including:
  • CI class structure design and updates
  • CI data quality monitoring and remediation
  • Working with discovery tools and integrations to maintain CI accuracy
  • Managing CMDB audits, compliance, and governance activities
• Collaborate with ServiceNow developers and architects to design solutions that align with business needs, CMDB processes, and platform best practices
• Prepare process documentation, workflows, use cases, test cases, and user guides
• Prepare and maintain process documentation, workflows, use cases, test cases, and user guides
• Coordinate and execute User Acceptance Testing (UAT) with stakeholders, ensuring solutions meet defined requirements
• Support configuration of low-code/no-code elements where applicable (forms, fields, business rules)
• Contribute to continuous improvement of ServiceNow capabilities and CMDB processes
• Stay current with ServiceNow releases and identify opportunities to leverage new features and capabilities, with a focus on CMDB enhancements and best practices
• Provide training and guidance to end users on new functionality and enhancements
• Support change management and training for end users and stakeholder

 

EXPERIENCE:

• 5+ years of experience as a Business Analyst, with at least 3 years dedicated to ServiceNow platforms or similar experience
• Proven experience writing clear and actionable requirements/user stories for ServiceNow configurations and customizations or similar platforms
• Experience with ITSM service catalog design and CMDB data requirements