Position Overview
Magnify is partnering with a leading enterprise organization seeking an experienced I.T. Service Management Analyst to support the ongoing enhancement and optimization of enterprise service management capabilities.
This role is best suited for a Business Analyst who has experience working within ServiceNow environments and partnering with both business and technical stakeholders to deliver process improvements, platform enhancements, and operational efficiencies.
The successful candidate will serve as a key liaison between stakeholders and delivery teams, translating business needs into clearly defined requirements that drive successful ServiceNow ITSM and ITOM solutions.
This position offers the opportunity to influence service delivery operations, improve organizational efficiency, and support strategic technology initiatives across a large-scale enterprise environment.
Key Responsibilities
- Lead requirements gathering sessions, stakeholder interviews, process discovery workshops, and business analysis activities.
- Facilitate intake, analysis, and prioritization of enhancement requests supporting ServiceNow ITSM and ITOM initiatives.
- Develop business requirements, user stories, acceptance criteria, workflow documentation, process diagrams, and delivery-ready backlog items.
- Translate operational and business needs into actionable requirements for technical delivery teams.
- Analyze existing workflows and design future-state processes that improve efficiency, governance, automation, and service delivery outcomes.
- Partner with technical teams to define ServiceNow configuration, workflow, reporting, integration, and data requirements.
- Support backlog management activities, ensuring development-ready requirements are clearly documented and prioritized.
- Coordinate User Acceptance Testing (UAT) activities including test planning, execution, issue management, and stakeholder signoff.
- Participate in Agile delivery ceremonies including sprint planning, backlog refinement, demonstrations, and retrospectives.
- Monitor project progress and proactively identify risks, dependencies, gaps, or delivery concerns.
- Define operational reporting requirements, dashboards, performance metrics, and key performance indicators.
- Analyze service trends and recommend improvements to business processes, ServiceNow utilization, and operational performance.
- Collaborate with operational support teams, platform owners, architects, and external partners to ensure successful solution delivery.
Required Qualifications
- Typically 5+ years of experience as a Business Analyst, Systems Analyst, Service Management Analyst, or similar technology-focused role.
- 3+ years of experience supporting ServiceNow ITSM, ITOM, or related ServiceNow platform capabilities.
- Strong understanding of ServiceNow functionality, service management processes, and operational support models.
- Demonstrated experience leading requirements gathering, stakeholder facilitation, process analysis, and documentation efforts.
- Experience developing user stories, acceptance criteria, process flows, business requirements, and testing documentation.
- Strong understanding of IT Service Management concepts and ITIL-aligned practices.
- Ability to effectively communicate with both technical and non-technical stakeholders.
- Experience working within Agile, Scrum, or hybrid project delivery environments.
- Strong analytical, organizational, facilitation, and problem-solving skills.
Preferred Qualifications
- Experience supporting ServiceNow ITSM modules including Incident, Request, Change, Problem, Asset, and Configuration Management.
- Familiarity with ServiceNow ITOM capabilities including CMDB, Discovery, Service Mapping, and operational visibility initiatives.
- Experience defining reporting, dashboard, analytics, or performance measurement requirements.
- Exposure to workflow automation, enterprise integrations, or digital transformation initiatives.
- ITIL certification or equivalent service management experience.
- Bachelor's degree or equivalent combination of education and professional experience.
- Compensation Disclosure
- In compliance with Washington State law, the anticipated compensation for this position is up to $65.00 per hour.
- Actual compensation will be determined based on factors including experience, qualifications, technical expertise, certifications, and overall alignment with position requirements.
Equal Opportunity Employer
Magnify is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected characteristic under applicable law.
