Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions. They are seeking an Associate ServiceNow ITSM Business Analyst to play a key role in the successful implementation and adoption of ServiceNow IT Service Management solutions across the organization.
Engage with stakeholders to gather, document, and prioritize business requirements related to ServiceNow IT Service Management, including Incident, Problem, Change, Request, and Knowledge
Support workshops, interviews, and process mapping sessions to capture current-state and future-state processes and workflows
Create clear and well-structured documentation, including process flows, functional requirements, user stories, and acceptance criteria
Translate business needs into actionable requirements that support ServiceNow configuration, workflow development, and automation
Collaborate with technical delivery teams to ensure requirements are accurately implemented and aligned with ServiceNow platform capabilities and best practices
Participate in Agile or hybrid delivery activities, including sprint planning, backlog refinement, and review sessions
Support testing efforts by preparing and executing test cases, documenting results, and tracking defects through resolution
Assist with deployment readiness activities, including documentation, training materials, and release support
Provide day-to-day analytical support throughout the project lifecycle, ensuring solutions meet defined business and quality expectations
Qualification
Required
Bachelor's degree in Information Systems, Business Administration, Computer Science, or related field
Foundational understanding of IT Service Management processes and concepts
Experience documenting business requirements, process flows, and user stories
Strong analytical, organizational, and problem-solving skills
Clear and professional written and verbal communication skills
Ability to manage tasks independently while contributing effectively in a team-based environment
Familiarity with Agile or Scrum delivery methodologies
ServiceNow Certified Systems Administrator
Preferred
2+ years of business analysis experience, with at least 1 year focused on ServiceNow implementations
