G2IT, LLC.

Business Analyst

• Gather, analyze, and document business and functional requirements for ServiceNow applications, ITSM modules, workflows, and platform enhancements
• Translate business requirements into ServiceNow user stories, functional specifications, and acceptance criteria
• Analyze and document ServiceNow ITSM processes, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management
• Identify opportunities to improve workflows, automate manual processes, and enhance IT service delivery
• Support requirements gathering and process improvements for Service Catalog, Service Portal, CMDB, and automated request fulfillment workflows
• Conduct requirements workshops, stakeholder interviews, and process review sessions
• Develop process maps, workflow diagrams, gap analyses, and functional requirements documentation
• Collaborate with ServiceNow developers to align solutions with platform capabilities, business requirements, and ITSM best practices
• Manage the ServiceNow backlog by creating and refining user stories, defining acceptance criteria, and participating in Agile sprint planning and demonstrations
• Assist with integration requirements involving Active Directory, external applications, reporting tools, and enterprise systems
• Develop and execute User Acceptance Testing scenarios
• Validate completed development work and coordinate stakeholder acceptance
• Support the IT Capability Request process by evaluating functionality requests and preparing recommendations
• Maintain requirements documentation, traceability matrices, process workflows, and project status reports
• Support releases, system enhancements, and change management activities
• Prepare presentations, reports, and briefing materials on development progress, requirements, and recommended improvements

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ServiceNow Business Analyst – IT Customer Support Services