Job Description

The ServiceNow Business Analyst role is within the Solutions & Advisory team and plays a key part in automating and optimizing operational workflows for law firms using the ServiceNow platform. This position involves collaboration with clients and internal project teams to understand business needs, gather and analyze requirements, and translate them into clear, actionable user stories. The ideal candidate will bring a strong background in business analysis, with a focus on delivering scalable, user-centric solutions in partnership with technical development teams.

ROLES & RESPONSIBILITIES:

• Partner with stakeholders across business units to gather, analyze, and document business requirements for new or enhanced workflows within ServiceNow.
• Translate business requirements into clear and concise user stories with well-defined acceptance criteria.
• Collaborate closely with ServiceNow developers and architects to design and build custom applications using App Engine Studio, UI Builder, and Workspaces.
• Facilitate and lead requirement workshops, process mapping sessions, and backlog grooming activities.
• Act as the liaison between technical teams and business users to ensure clear communication and mutual understanding of solutions.
• Assist in prototyping, testing, and validating solutions with users to ensure alignment with business needs.
• Maintain and manage product backlogs and help prioritize stories for sprint planning.
• Support UAT efforts, including test case creation, execution tracking, and defect triage.
• Ensure compliance with ServiceNow best practices and governance models.

KNOWLEDGE, SKILLS & ATTRIBUTES:

• 3–5+ years of experience as a Business Analyst with a focus on ServiceNow.
• Demonstrated experience in App Engine, App Engine Studio, Flow Designer, and UI Builder.
• Solid understanding of ServiceNow Workspaces and their capabilities.
• Strong skills in capturing functional and non-functional requirements and converting them into actionable user stories.
• Experience working in Agile/Scrum environments.
• Excellent communication and interpersonal skills for stakeholder engagement and cross-functional collaboration.
• Ability to work in a matrix environment.
• Ability to create process flow diagrams, wireframes, and documentation using tools such as Visio.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills, with the ability to interact with stakeholders at all levels of the organization.
• Detail-oriented with a high degree of accuracy and precision in work.
• Ability to manage multiple tasks across multiple projects and priorities in a fast-paced environment.

PREFERRED QUALIFICATIONS:

• Experience in workflow/process automation and low-code/no-code development.
• Understanding of enterprise architecture and integration concepts.
• Exposure to ITSM, CSM, or custom ServiceNow applications beyond core modules.
• ServiceNow Certified System Administrator (CSA) or Certified Application Specialist
• Experience working in a legal or law firm environment.

Opensity Solutions is an Equal Opportunity Employer.

We are committed to creating an inclusive workplace and consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws. Employment decisions are based on qualifications, merit, and business needs.