ServiceNow Business Analyst (Remote / Freelancing)

Job Title: ServiceNow Business Analyst (Remote / Freelancing)

Job Location: Remote

Experience: 8+ Years

Employment type: Full Time

About the Role

We are looking for a detail-oriented ServiceNow Business Analyst to join our team. You will work closely with business stakeholders and technical teams to understand needs, define requirements, and shape the design and enhancement of processes delivered on the ServiceNow platform. Your work will make sure business objectives become effective, scalable solutions and support continuous improvement across the organization.

Key Responsibilities

Requirements and analysis

• Gather, analyze, and document business requirements for process improvements and system enhancements.
• Identify challenges, gaps, and opportunities for optimization by working with stakeholders.
• Conduct workshops, interviews, and requirement-gathering sessions with business users.

Solution design and documentation

• Translate business needs into clear functional specifications, user stories, and acceptance criteria.
• Develop process documentation, workflow diagrams, and use cases.
• Partner with ServiceNow developers and administrators so solutions align with business goals.

Testing and delivery

• Support configuration, testing, and validation of ServiceNow modules.
• Assist with UAT planning, execution, and issue resolution.
• Provide post-implementation support and contribute to ongoing platform improvements.

Governance

• Ensure solutions follow governance standards, best practices, and organizational policies.

Required Skills and Experience

• Proven experience as a Business Analyst on ServiceNow or similar enterprise platforms.
• Strong analytical, problem-solving, and documentation skills.
• Working knowledge of process mapping, requirements gathering, and workflow design.
• Experience with reporting, dashboards, or data analysis tools.
• Ability to work independently and collaborate within cross-functional teams.
• Clear written and verbal communication, with confidence facilitating stakeholder discussions.

Preferred Qualifications

• Experience with ServiceNow modules such as ITSM, ITOM, HRSD, CSM, or CMDB.
• Familiarity with Agile or Scrum, and with tools such as Jira or Confluence.
• ServiceNow certifications (for example CSA), ITIL Foundation, or a business analysis certification (for example CBAP or PMI-PBA).
• Knowledge of Performance Analytics or reporting tools such as Power BI.