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Senior Business Systems Analyst
Huntington National Bank. Support ServiceNow ITSM capabilities within a complex enterprise environment .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ServiceNow ITSM capabilities, including Incident, Problem, Change, and Event Management, while effectively collaborating with cross-functional teams to elicit and document complex business requirements. Proficient in translating requirements into actionable documentation and process flows, ensuring alignment with IT service management standards such as ITIL.
Highest-signal resume keywords
ServiceNow ITSM ManagementBusiness Systems AnalysisITIL Framework KnowledgeUser Story DevelopmentAgile Delivery Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Requirements DocumentationProcess Flow CreationUse Case DevelopmentTest Scenario DevelopmentData AnalysisFunctional AnalysisDefect RemediationRequirements ElicitationAutomation RecommendationsCompliance Support
Soft Skills
Analytical SkillsProblem-SolvingFacilitation SkillsCommunication SkillsOrganizational Skills
Tools & Technologies
ServiceNowAgile ToolsData Reporting ToolsCollaboration PlatformsTesting Tools
Certifications & Qualifications
Certified System Administrator (CSA)Certified Implementation Specialist - IT Service Management (CIS-ITSM)ITIL Certification
Industry Keywords
Enterprise EnvironmentRegulated IndustryFinancial ServicesIT Service ManagementSoftware Delivery Lifecycle
Tech Stack
Tools & technologiesCyber SecurityITSMServiceNow
About the role
Key responsibilities & impact- Support ServiceNow ITSM capabilities within a complex enterprise environment
- Partner with business and technology stakeholders to understand objectives, workflows, pain points, and system needs
- Elicit, analyze, document, and validate functional and non-functional requirements for ServiceNow ITSM enhancements, integrations, and defect remediation
- Translate requirements into process flows, use cases, user stories, acceptance criteria, data requirements, and delivery-ready documentation
- Assess proposed changes for business impact, dependencies, risks, data considerations, and platform-standard alignment
- Maintain traceability from business requirements through solution delivery, testing, and implementation
- Provide senior-level functional analysis across Event, Incident, Major Incident, Problem, and Change Management processes
- Analyze current-state processes and recommend improvements to efficiency, automation, controls, data quality, and user experience
- Collaborate with platform and process teams to support consistent ServiceNow configuration and use
- Investigate production issues and recurring defects, document findings, and coordinate resolution
- Create and maintain process, system, support, and knowledge documentation
- Participate in refinement, planning, reviews, and other delivery activities
- Partner with developers, architects, quality assurance resources, Scrum Masters, and Service Delivery Managers to confirm solution understanding and delivery readiness
- Support test planning, test scenario development, system testing, user acceptance testing, defect triage, and validation
- Coordinate implementation considerations, support readiness, communications, and post-release validation
- Use delivery and operational data to identify trends, clarify business impacts, and recommend improvements
- Facilitate requirements workshops, process reviews, solution discussions, and working sessions
- Communicate requirements, decisions, risks, assumptions, dependencies, and status to technical and non-technical audiences
- Build working relationships across enterprise technology, operations, cybersecurity, data, and colleague-experience functions
- Provide subject-matter guidance without formal people-management accountability
- Support compliance, audit, risk management, and platform stability activities
- Apply architecture, security, data, change, and development standards during analysis and solution validation
- Contribute recommendations that improve team practices, documentation quality, repeatability, and service outcomes
Requirements
What you’ll need- Bachelor's Degree or 4+ additional years of equivalent experience
- 4 to 8+ years of experience in business systems analysis, systems analysis, application analysis, or a closely related technology role
- 3+ years' experience managing projects supporting ServiceNow ITSM, including one or more of: Incident, Problem, Change, Event, or Major Incident Management
- Experience developing user stories, acceptance criteria, process flows, use cases, test scenarios, and supporting documentation
- Experience eliciting and documenting complex business and system requirements in an enterprise environment
- Strong understanding of IT service management concepts and frameworks such as ITIL
- Experience working with cross-functional business and technology stakeholders throughout the software delivery lifecycle
- Strong analytical, problem-solving, facilitation, communication, and organizational skills
- Ability to manage multiple complex assignments, work through ambiguity, and deliver high-quality analysis with limited direction
- Experience working with agile delivery teams and tools used to manage requirements and work items
- Experience in a regulated industry, such as financial services
- Knowledge of enterprise integrations, automation, modern IT operations, data analysis, or reporting
- ServiceNow certification, such as Certified System Administrator (CSA) or Certified Implementation Specialist - IT Service Management (CIS-ITSM)
- ITIL certification or comparable IT service management training
- Applicants must be currently authorized to work in the United States on a full-time basis
- Huntington will not sponsor applicants for immigration benefits
Benefits
Comp & perks- Incentive compensation plan eligibility
- Health insurance coverage
- Wellness program
- Life and disability insurance
- Retirement savings plan
- Paid leave programs
- Paid holidays
- Paid time off (PTO)