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RTX

ServiceNow Business Analyst

RTX

. Partner with stakeholders to gather and define requirements aligned with ITSM objectives .

Posted 11/5/2026full-timeRemote • Oregon • United StatesMid-LevelSenior💰 $86,800 - $165,200 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in ServiceNow ITSM processes and platform best practices, with a strong ability to gather requirements, create user stories, and develop test scripts. Proficient in collaborating with stakeholders and translating business needs into technical solutions while supporting continuous improvement efforts.

Highest-signal resume keywords
ServiceNow ITSM ProcessesBusiness AnalysisIncident ManagementProblem ManagementChange Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
User Story CreationAcceptance Criteria DevelopmentTest Script DevelopmentDefect AnalysisRequirements GatheringFunctional Specification DefinitionAgile MethodologiesReporting/DashboardsCMDB RelationshipsMicrosoft Excel
Soft Skills
Analytical SkillsCritical ThinkingProblem-SolvingCommunication SkillsInterpersonal Skills
Tools & Technologies
ServiceNowNowAssistMicrosoft Visio
Certifications & Qualifications
IIBA CertificationITIL CertificationBPM CertificationServiceNow CSA Certification
Industry Keywords
ITSM ObjectivesBusiness WorkflowsStakeholder CollaborationContinuous ImprovementPlatform Enhancements

Tech Stack

Tools & technologies
ITSMServiceNow

About the role

Key responsibilities & impact
  • Partner with stakeholders to gather and define requirements aligned with ITSM objectives
  • Create detailed user stories and acceptance criteria reflecting business needs and technical considerations
  • Ask probing questions to ensure requirements are complete, feasible, and aligned with platform capabilities
  • Develop test scripts, validate story completion, and support defect analysis and reporting
  • Collaborate with architects and developers to align with ServiceNow design standards and best practices
  • Maintain a holistic understanding of business workflows and ServiceNow ITSM module behavior
  • Create knowledge articles and documentation for technical and business audiences
  • Support ongoing platform enhancements and continuous improvement efforts

Requirements

What you’ll need
  • Typically requires a degree in Science, Technology, Engineering or Mathematics (STEM) and a minimum of 5 years of prior relevant experience unless prohibited by local laws/regulations
  • 4+ years of experience as a Business Analyst, including at least 2 years of direct experience supporting or working with the ServiceNow platform
  • Strong understanding of ServiceNow ITSM processes and platform best practices
  • Hands-on experience with Incident, Problem, and Change Management modules
  • Ability to collaborate with SMEs, business stakeholders, developers, and internal customers to gather requirements and define functional specifications
  • Ability to translate business needs into technical solutions
  • Excellent analytical, critical-thinking, and problem-solving abilities
  • Proficiency in Microsoft Excel and Visio
  • Strong communication and interpersonal skills
  • Familiarity with Agile methodologies, backlog refinement, and testing activities
  • Working knowledge of ServiceNow SLAs, Notifications, Reporting/Dashboards, and basic CMDB relationships preferred
  • IIBA certification or equivalent preferred
  • ITIL and/or BPM certification preferred
  • ServiceNow ITSM, NowAssist, CSA certification or equivalent preferred
  • Must be authorized to work in the U.S. without company immigration sponsorship now or in the future
  • Must not require export authorization for this role

Benefits

Comp & perks
  • Healthcare, wellness, retirement and work/life benefits
  • Parental (including paternal) leave
  • Flexible work schedules
  • Achievement awards
  • Educational assistance
  • Child/adult backup care
  • Medical, dental, vision, life insurance
  • Short-term disability and long-term disability
  • 401(k) match
  • Flexible spending accounts
  • Employee assistance program
  • Employee Scholar Program
  • Paid time off and holidays
  • Annual short-term and/or long-term incentive compensation programs may be available