IT business analyst - ServiceNow expertise in Boston MA ( 3 days onsite)

b Title: IT Business Analyst – ServiceNow

Location: Boston, MA (Hybrid – 3 days onsite per week)

Job Summary

We are seeking an experienced IT Business Analyst with strong ServiceNow expertise to join our team in Boston, MA. The ideal candidate will work closely with business stakeholders, product owners, and technical teams to gather, analyze, and document business requirements while supporting the implementation and enhancement of ServiceNow solutions.

This role requires excellent analytical, communication, and stakeholder management skills along with hands-on knowledge of the ServiceNow platform.

Key Responsibilities

• Partner with business stakeholders to understand business objectives and translate them into functional and technical requirements.
• Gather, analyze, document, and validate business requirements, user stories, and process workflows.
• Collaborate with ServiceNow developers, architects, QA, and project managers throughout the project lifecycle.
• Support the implementation, enhancement, and optimization of ServiceNow modules.
• Conduct gap analysis and recommend process improvements aligned with business goals.
• Create Business Requirements Documents (BRDs), Functional Requirements Documents (FRDs), user stories, process flows, and acceptance criteria.
• Facilitate workshops, requirement gathering sessions, and stakeholder meetings.
• Support User Acceptance Testing (UAT), defect triage, and production validation.
• Coordinate with cross-functional teams to ensure timely delivery of project milestones.
• Maintain project documentation and ensure compliance with organizational standards.
• Assist in change management, user training, and solution adoption.

Required Qualifications

• Bachelor''s degree in Information Technology, Computer Science, Business, or a related field.
• 5+ years of experience as an IT Business Analyst.
• 3+ years of hands-on experience working with the ServiceNow platform.
• Strong experience gathering and documenting business and functional requirements.
• Experience creating BRDs, FRDs, user stories, use cases, workflow diagrams, and process documentation.
• Solid understanding of Agile/Scrum methodologies.
• Excellent communication, presentation, and stakeholder management skills.
• Experience supporting UAT and requirements traceability.

Preferred ServiceNow Experience

Experience with one or more of the following modules

• IT Service Management (ITSM)
• IT Operations Management (ITOM)
• IT Asset Management (ITAM)
• Configuration Management Database (CMDB)
• Service Catalog
• Incident, Problem, and Change Management
• Knowledge Management
• HR Service Delivery (HRSD)
• Customer Service Management (CSM)

Preferred Skills

• Experience with ServiceNow implementation or enhancement projects.
• Knowledge of workflow automation and business process optimization.
• Familiarity with REST APIs and integrations.
• Experience using Jira, Azure DevOps, or similar Agile tools.
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certification is a plus.
• Experience working in enterprise or regulated environments is preferred.

Required Skills

• ServiceNow
• Business Analysis
• Requirements Gathering
• Agile/Scrum
• UAT
• Process Mapping
• Stakeholder Management
• Documentation
• Jira / Azure DevOps

Work Arrangement

• Hybrid role
• Must be able to work onsite in Boston, MA, 3 days per week.

Nice to Have

• ServiceNow certifications (CSA/CIS)
• Experience with ITIL processes or ITIL certification
• Experience in financial services, healthcare, or other large enterprise environments