Overview

Job Description: Location: Candidate will work onsite Tuesday, Wednesday, and Thursday, and remotely on Mondays and Fridays. Role Summary The Business Analyst II - ITSM is a mid-level role responsible for leading requirements definition, process design, and delivery support for ServiceNow ITSM and ITOM capabilities. This role works independently with business and IT stakeholders to intake demand, analyze processes, and translate needs into clearly defined, actionable work for IT Dev/Analysts. The BA II plays a critical role in improving service delivery, data quality, and platform adoption by ensuring solutions align with ITIL best practices, enterprise standards, and operational needs. Key Responsibilities Demand Intake & Backlog Management Own intake and triage of enhancement requests across ITSM / ITOM (Run / Grow / Transform alignment) Lead requirement workshops and stakeholder interviews Develop clear user stories, business requirements, and acceptance criteria Prepare and maintain a prioritized backlog of ready work for IT Dev/Analysts Partner with requestors to define acceptance criteria aligned to business outcomes Develop and coordinate User Acceptance Testing (UAT) plans, scenarios, and test cases Facilitate UAT sessions with requestors, ensuring scenarios validate real-world process flows Validate delivered functionality against requirements and confirm expected business outcomes are met Process Design & Optimization Analyze and improve ITSM processes (Incident, Request, Change, Problem, Asset, CMDB) Document current and future state workflows, including roles and ownership (RACI) Identify inefficiencies, automation opportunities, and control gaps Ensure alignment to ITIL best practices and operational support models ServiceNow & Data Requirements Translate business needs into ServiceNow data and configuration requirements Define requirements for CMDB, CSDM alignment, and data lifecycle management Partner with IT Dev/Analysts on Discovery, Service Mapping, and integration use cases Ensure data quality expectations are clearly defined, measurable, and enforceable Delivery Execution Support Participate in sprint ceremonies (planning, backlog grooming, demos, retrospectives) Support user acceptance testing (UAT) and validate delivered outcomes Ensure delivered solutions meet defined business requirements Identify and escalate delivery risks, gaps, or misalignment early Stakeholder Engagement Serve as primary point of contact for assigned services or capability areas Facilitate cross-team discussions to align on requirements and priorities Communicate progress, risks, and decisions clearly to stakeholders Balance competing priorities across business and IT partners Reporting & Continuous Improvement Define and track KPIs across ITSM processes (e.g., ticket quality, SLA performance, volume trends) Develop reporting and dashboard requirements to support operational visibility Analyze trends and recommend improvements to processes and platform usage Support audit, compliance, and governance reporting needs Collaboration & Teamwork Partner with IT Dev/Analysts to translate requirements into scalable solutions Work with Service Desk, Client Support, and operations teams on process improvements Collaborating with architects and platform leads to ensure alignment with standards Engage vendors and system integrators as needed for delivery activities Core Skills Business & Process Skills Strong understanding of IT Service Management (ITIL framework) Process modeling (workflow diagrams, swim lanes, RACI) Requirements gathering and documentation (user stories, epics, acceptance criteria) Strong analytical and problem-solving skills Effective stakeholder facilitation and communication Platform & Technical Acumen Working knowledge of ServiceNow ITSM (tables, workflows, reporting) Familiarity with CMDB, CSDM, Discovery, and Service Mapping concepts Understanding of integrations and enterprise tooling ecosystem Experience defining rep