Business Analyst, Service Now EA Workspace

Job Opportunity: Business Analyst

Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value. IT Infrastructure & System Administration develops, implements and governs standard IT policies and procedures and oversees the enterprise infrastructure. This job family assesses system health, manages system resources, and provides operational support for the organization's databases. IT Infrastructure & System Administration also manages the organization's server and storage environments and operations, including selecting and managing virtual and physical vendors.

We are seeking a highly skilled Business Analyst with expertise in ServiceNow Enterprise Architecture Workspace and Configuration Management Database (CMDB). In this role, you will act as a bridge between business stakeholders and technical teams, ensuring accurate configuration data and enabling enterprise architecture insights that drive IT service excellence.

Key Responsibilities

Project & Stakeholder Management

• Develop and maintain project plans, track progress, and communicate updates to stakeholders.
• Manage expectations and align deliverables with IT policies, resource constraints, and best practices.

Requirements Gathering & Analysis

• Collaborate with stakeholders to gather and analyze business requirements for EA Workspace and CMDB.
• Create process flows, data models, and wireframes to document requirements clearly.
• Translate business needs into functional specifications and user stories.

ServiceNow Expertise

• Configure and optimize CMDB data models to ensure data integrity and compliance with enterprise architecture standards.
• Support CI lifecycle management and maintain accurate CI relationships.
• Work closely with ServiceNow developers and architects to implement solutions.
• Conduct surveys, gap analysis and recommend improvements to existing ServiceNow processes.

Testing, Documentation and Training

• Create and execute test cases; manage UAT and obtain user acceptance sign-off.
• Maintain documentation including workflows, data dictionaries, and training materials.
• Leverage business knowledge to drive process improvements and enhance system usability.
• Provide trainings to stakeholders.

Qualifications

4-8 years of experience, preferred as a Business Analyst in ITSM environments. Bachelor's degree in related field, or equivalent work experience, preferred. Minimum 2 years hands-on experience with ServiceNow EA Workspace (Application Portfolio Management), CSDM, and CMDB modules. ServiceNow certifications (CSA, CIS for CMDB/APM). ITIL v3/V4 Foundation certification. Experience implementing systems using Agile methodology. Strong analytical, problem-solving, and communication skills. Proficiency in tools such as Lucid charts, MS Word, MS Excel, and collaborative platforms like Google Drive.

What is Expected of You and Others at This Level

Applies comprehensive knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects. May contribute to the development of policies and procedures. Works on complex projects of large scope. Develops technical solutions to a wide range of difficult problems. Solutions are innovative and consistent with organization objectives. Completes work; independently receives general guidance on new projects. Work reviewed for purpose of meeting objectives. May act as a mentor to less experienced colleagues.

Anticipated salary range: $80,900 - $127,050.