Senior ServiceNow Business Analyst
WorQFlow Solutions is seeking an experienced Senior ServiceNow Business Analyst for a contract engagement supporting ITSM platform operations, enhancements, and ongoing feature delivery for our client. This role sits at the intersection of functional analysis and hands-on configuration, requiring someone who can translate business requirements into working platform solutions while also owning technical execution. The environment is active and foundational, with near-term initiatives including a change management rollout, SLA pilot program, and monthly release governance.
What you'll do
- Meet with business stakeholders to gather and analyze requirements, translating them into clearly defined ServiceNow technical solutions
- Configure and customize core ITSM modules including Incident, Problem, Change, and Request Management applications
- Design and optimize automated workflows and routing rules to improve ticket resolution efficiency and process consistency
- Guide and support monthly platform releases, ensuring patches and feature upgrades are tested and deployed without disrupting existing logic or integrations
- Provide technical guidance and platform best-practice recommendations to team members and leadership, including regular status reporting on initiatives
- Develop and maintain configuration and design documentation to support knowledge transfer and the organizational knowledge base
- Coordinate with appropriate stakeholders to follow established deployment procedures, including participation in SLA rollout testing and change management planning
What we're looking for
- Demonstrated hands-on experience with ServiceNow ITSM modules, specifically Incident, Request, Problem, Change, and Knowledge Management
- Ability to both analyze business needs functionally and execute configuration, testing, and deployment work independently
- Experience building and managing workflows, catalog items, and automation rules within the ServiceNow platform
- Comfortable owning end-to-end delivery of larger feature work, new capabilities, and complex troubleshooting scenarios
- Strong documentation skills with the ability to produce configuration records, design documents, and knowledge base content
- Self-directed and proactive working style with the ability to operate effectively in a fully remote, daily standup environment
- Availability to work within Pacific Standard Time business hours preferred
This role is with one of WorQFlow Solutions' clients. Client details are shared with candidates during the recruiting process.
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