ITSM Technical Business Analyst

Kforce has a client in Tampa, FL that is seeking an ITSM Technical Business Analyst. Responsibilities:

• Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements
• Translate high-level business needs into detailed, clear, and actionable User Stories and acceptance criteria for the development team
• Conduct gap analysis between current state processes and ServiceNow platform capabilities, recommending solutions that maximize out-of-the-box functionality
• Define and document non-functional requirements (e.g., performance, security, data integrity).
• Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user-friendly solutions within the platform
• Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices
• Support the configuration and customization of ServiceNow modules in partnership with technical teams
• Actively participate in the Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives)
• Develop comprehensive test plans, test cases, and execute/coordinate system integration testing (SIT)
• Facilitate and support User Acceptance Testing (UAT) with end-users and process owners, ensuring that the delivered solution meets all documented requirements
• Create and maintain detailed documentation, including process maps, knowledge articles, and end-user training materials
• Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience
• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM
• ITIL Foundation Certification (v3 or v4)
• 2 years of experience as a Business Analyst, specifically focused on the ServiceNow platform; 5 years of experience preferred
• Solid understanding of ITIL framework and processes (certification is a plus)
• Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM)
• Proven experience working in an Agile/Scrum delivery model
• Excellent analytical, problem-solving, and critical-thinking skills
• Exceptional written and verbal communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders
• Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow
• Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules)

Deep functional and technical knowledge of the ServiceNow ITSM suite, including:

• Incident Management
• Problem Management
• Change Management
• Service Catalog & Request Fulfillment
• Configuration Management Database (CMDB)
• Knowledge Management