Role:- Lead ServiceNow Business Analyst
Location:- Charlotte, NC (Hybrid)
Long-term Contract
Job Summary:-
We are seeking a detail-oriented Lead ServiceNow Business Analyst to support ongoing enhancements and operational activities on the ServiceNow platform. This role will focus on reviewing ad-hoc requests, working closely with business requestors and fulfillment teams, and translating business needs into clear, actionable requirements that align with platform best practices and organizational goals.
Required Skills & Experience:-
· Strong experience gathering and documenting business and functional requirements for ServiceNow enhancements.
· Hands-on understanding of ServiceNow ITSM modules (Incident, Request, Change, Knowledge, CMDB).
· Experience analyzing business processes and recommending ServiceNow-based improvements.
· Ability to translate complex business needs into clear, actionable technical requirements.
· Experience with automation concepts including workflows and Flow Designer.
· Strong documentation, analytical, and communication skills.
· Experience working in Agile environments with backlogs, sprints, and user story refinement.
· Working knowledge of ITIL concepts and service management processes.
Certifications & Qualifications:-
· ServiceNow Certified System Administrator (CSA) or other relevant ServiceNow certifications.
· ITIL Foundation or strong understanding of ITIL-based service management practices.
· Experience with request fulfillment, catalog development, and workflow automation.
· Knowledge of Service Portal and user experience best practices.
· Experience working with cross-functional teams including developers, product owners, and business stakeholders.
· Strong problem-solving mindset with the ability to break down complex requirements into structured, actionable steps.
Regards,
Manikandan Ravi
Sr Manager – Staffing Services & Support
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