Senior Business Analyst

Benefits:

• Competitive salary

Position Title
Senior Business Analyst - ServiceNow


Location
Onsite: Tallahassee, FL

Experience Level
Senior Level (5+ Years Business Analysis, 3+ Years ServiceNow)

Position Overview
The Senior Business Analyst will serve as a key liaison between business stakeholders and technical teams, supporting ServiceNow implementations and platform enhancement initiatives. This role is responsible for eliciting, analyzing, documenting, and validating business requirements while driving process improvements and ensuring successful solution delivery. The ideal candidate possesses strong business analysis expertise, ServiceNow platform knowledge, and experience facilitating collaboration across diverse stakeholder groups.

Key Responsibilities

Business Analysis & Requirements Management

• Lead requirements elicitation, analysis, and documentation activities.
• Gather, validate, and manage business, functional, and non-functional requirements.
• Facilitate stakeholder interviews, workshops, and requirements sessions.
• Develop detailed requirements documentation and maintain traceability throughout the project lifecycle.
• Coordinate requirements reviews, approvals, and change management activities.

Process Analysis & Improvement

• Analyze current business processes and identify opportunities for improvement.
• Document business workflows, process maps, and future-state solutions.
• Support business process optimization within approved project scope.
• Recommend process improvements aligned with organizational objectives and ServiceNow capabilities.

ServiceNow Solution Support

• Support ServiceNow implementations, enhancements, and platform optimization initiatives.
• Collaborate with ServiceNow developers, administrators, architects, and business stakeholders.
• Assist in defining ServiceNow solution requirements and functional specifications.
• Support implementations involving ITSM, Case Management, CMDB, ITOM, Employee Center, and related ServiceNow modules.

Documentation & Solution Design

• Develop: 
  • Business Requirements Documents (BRDs)
  • Functional Requirements
  • Non-Functional Requirements
  • User Stories
  • Use Cases
  • Process Flows
  • Workflow Diagrams
  • Requirements Traceability Matrices
• Maintain comprehensive project and requirements documentation.

Testing & Quality Assurance

• Support system testing, user acceptance testing (UAT), and solution validation activities.
• Develop test scenarios and assist with test execution.
• Coordinate defect tracking, issue resolution, and business validation.
• Ensure delivered solutions meet documented requirements.

Stakeholder Engagement & Change Management

• Facilitate meetings, workshops, demonstrations, and stakeholder reviews.
• Support organizational change management and user adoption efforts.
• Assist with communications, training, and knowledge transfer activities.
• Serve as a liaison between business users and technical teams.

Required Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Computer Science, or related field, or equivalent experience.
• 5+ years of business analysis experience supporting enterprise technology initiatives.
• 3+ years supporting ServiceNow implementations or platform enhancements.
• Experience gathering, documenting, validating, and managing requirements.
• Experience facilitating stakeholder workshops and requirements sessions.
• Experience documenting business processes, workflows, and functional specifications.
• Experience supporting system validation and User Acceptance Testing (UAT).
• Strong analytical, problem-solving, and communication skills.

Preferred Qualifications

• Experience implementing multiple ServiceNow products or modules.
• Experience supporting: 
  • ITSM
  • Case Management
  • CMDB
  • ITOM
  • Employee Center
• Experience with business process improvement methodologies.
• Experience supporting organizational change management initiatives.
• Experience working in government or public-sector environments.
• CBAP, PMI-PBA, or equivalent Business Analysis certification.
• ServiceNow Certification(s).
• ITIL Foundation Certification.

Core Skills

• Business Analysis
• Requirements Gathering & Management
• ServiceNow
• ITSM
• Case Management
• CMDB
• ITOM
• Employee Center
• Process Mapping
• Business Process Improvement
• User Stories
• Functional Specifications
• Use Cases
• Requirements Traceability
• Stakeholder Management
• Workshop Facilitation
• UAT Coordination
• Defect Management
• Change Management
• Training & Knowledge Transfer
• Agile & Waterfall Methodologies

Key Deliverables

• Business, Functional, and Non-Functional Requirements Documentation
• User Stories and Use Cases
• Process Maps and Workflow Diagrams
• Requirements Traceability Matrix
• Workshop Materials and Meeting Documentation
• Business Validation and Approval Documentation
• UAT Support and Defect Tracking Artifacts
• Training and Knowledge Transfer Documentation