ServiceNow Business Analyst – IT Customer Support Services

G2IT, LLC.

. Gather, analyze, and document business and functional requirements for ServiceNow applications, ITSM modules, workflows, and platform enhancements .

Posted 10/31/2026full-timeRemote • Virginia • United StatesMid-LevelSenior💰 $100,000 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in gathering and documenting business and functional requirements for ServiceNow applications and ITSM modules, with a strong focus on workflow automation and process improvement. Proficient in translating requirements into user stories and functional specifications while collaborating effectively with technical stakeholders in Agile environments.

Highest-signal resume keywords

ServiceNow ITSM ImplementationBusiness Requirements GatheringAgile MethodologiesITIL PrinciplesUser Acceptance Testing

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business AnalysisFunctional SpecificationsWorkflow AutomationProcess MappingGap AnalysisUser StoriesAcceptance CriteriaITSM ProcessesService CatalogService Portal

Soft Skills

Analytical SkillsProblem-SolvingCommunicationStakeholder ManagementCollaboration

Tools & Technologies

Microsoft OfficeServiceNowActive DirectoryReporting ToolsEnterprise Systems

Certifications & Qualifications

DoD Secret Clearance

Industry Keywords

IT Service ManagementITSM ModulesIncident ManagementProblem ManagementChange ManagementRequest ManagementKnowledge ManagementWorkflow DiagramsProcess WorkflowsRequirements Documentation

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor's degree and a minimum of 3 years of related experience; an additional 4 years of relevant experience may be substituted for the degree
Must be a U.S. Citizen
Must possess an active DoD Secret clearance (favorably adjudicated T3/T3R)
Minimum of 3 years of experience as a Business Analyst, Systems Analyst, or Requirements Analyst supporting IT projects
Experience working directly with ServiceNow ITSM implementations, enhancements, or platform development projects
Working knowledge of ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Service Catalog
Experience gathering and documenting business and functional requirements for ServiceNow workflows, applications, and platform enhancements
Experience translating ServiceNow business requirements into user stories, functional specifications, and acceptance criteria
Familiarity with ServiceNow Service Catalog, Service Portal, CMDB, and workflow automation capabilities
Experience conducting business process mapping, workflow analysis, and gap assessments within ITSM environments
Experience collaborating with ServiceNow developers, administrators, and technical stakeholders throughout the software development lifecycle
Experience working in Agile environments, including backlog refinement, sprint planning, and User Acceptance Testing
Strong understanding of IT Service Management processes and ITIL principles
Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Visio
Strong analytical, problem-solving, communication, and stakeholder management skills
Ability to work independently and collaborate with technical and non-technical stakeholders

Benefits

Comp & perks

Remote work arrangement
Full-time schedule
Up to 10% travel