The IT ServiceNow Workflow Business Analyst is responsible for analyzing business processes, identifying improvement opportunities, and translating requirements into optimized workflows within the ServiceNow platform. This role requires strong communication skills, the ability to collaborate across technical and business teams, and deep knowledge of ServiceNow and Enterprise Service Management. Experience in IT consulting, business analysis, and process design is essential.

Responsibilities

• Analyze and document workflow improvement opportunities across ServiceNow modules, focusing on demand intake, service management, project/portfolio workflows, and resource processes.
• Develop functional designs, process flow diagrams, user stories, and acceptance criteria to support workflow enhancements.
• Evaluate existing Service Management processes, identify gaps, and recommend workflow‑based solutions aligned with business goals.
• Translate diverse business requirements into ServiceNow workflow configurations and automation opportunities.
• Communicate insights, requirements, and workflow recommendations clearly to cross‑functional teams and leadership.
• Partner closely with clients, technical teams, and stakeholders to ensure alignment on workflow design and implementation.
• Stay current on ServiceNow capabilities and industry best practices, recommending enhancements that improve workflow efficiency and user experience.
• Serve as a subject matter expert in ServiceNow workflows and Enterprise Service Management processes.
• Support configuration of ServiceNow workflows, forms, UI policies, and related components (no heavy development required).
• Assist with enhancement requests, including updates to workflow logic, system properties, and process configurations.
• Participate in platform upgrades, testing, and validation to ensure workflow continuity and performance.

Required Qualifications

• Bachelor’s degree in IT, MIS, Computer Science, Business, or related field; or equivalent experience
• 2–4 years of experience in IT consulting, business analysis, or process improvement roles.
• Experience working in a large organization or professional services environment.
• Participation in at least one full‑cycle ServiceNow implementation.
• Strong written and verbal communication skills, including client‑facing communication.
• Ability to work collaboratively in team‑oriented environments.
• Strong prioritization, organization, and problem‑solving skills.
• Core competencies: business analysis, workflow/process evaluation, project coordination, and organizational change management.
• Experience delivering IT consulting services involving strategy, process, and technology components.

Preferred Qualifications

• ITIL 4 Foundation Certification
• Minimum 3 years of hands‑on ServiceNow experience.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) certifications in relevant modules
• Experience supporting implementations involving multiple ServiceNow applications and integrations.
• Strong skills in workflow analysis, process design, and process re‑engineering.
• Familiarity with ServiceNow administration tasks (e.g., Client Scripts, ACLs, UI policies).
• Basic understanding of XML, HTML, CSS, REST/SOAP integrations, or related technologies (not required but beneficial).