Business Analyst - ServiceNow

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for VMware, Oracle and SAP.

The ServiceNow Business Analyst is responsible for bridging business needs with technical solutions on the ServiceNow platform. This role involves gathering and analyzing requirements, designing workflows, and ensuring successful implementation of ServiceNow applications to optimize IT and enterprise processes. This position is designed to evolve into a critical system owner role, serving as the strategic glue between system capabilities and rolled-out features. Over time, the ideal candidate will not only excel as a Business Analyst and ServiceNow Administrator but also advise and act as a Product Owner and Architect. This includes guiding all users and business units on the best ways to leverage the platform while maintaining stability, scalability, and security. 

Key Responsibilities 

Requirements Gathering & Analysis 

• Collaborate with stakeholders to capture and document business requirements. 
• Translate business needs into functional specifications, user stories, and acceptance criteria. 
• Conduct gap analysis and recommend ServiceNow-based solutions to meet objectives. 

Process Design & Optimization 

• Design and document workflows and standard operating procedures within ServiceNow, leveraging ITSM, ITOM, and ITBM modules. 
• Identify opportunities for automation and process improvement using ServiceNow capabilities. 
• Ensure compliance with ITIL best practices and organizational standards. 

Solution Implementation 

• Work closely with ServiceNow developers and administrators to configure applications. 
• Participate in testing phases, including writing test cases and conducting UAT. 
• Support release management and communicate changes effectively. 

Stakeholder Engagement 

• Facilitate workshops and design sessions to refine requirements. 
• Provide clear status updates, risk assessments, and issue resolutions. 

Documentation & Training 

• Maintain comprehensive documentation for workflows, configurations, and processes. 
• Develop training materials and deliver sessions for end-users. 
• Create dashboards and reports using ServiceNow Performance Analytics. 

Required Qualifications 

• Experience: 3–5 years as a Business Analyst, preferably with ServiceNow focus. 
• Proficiency in ServiceNow modules (ITSM, ITOM, ITBM). 
• Familiarity with CMDB, Incident, Change, and Problem Management. 
• Knowledge of Agile/Scrum methodologies.  
• ServiceNow Certified System Administrator (CSA) – Required. 
• ServiceNow Certified Implementation Specialist (CIS) – Preferred. 
• ITIL Foundation – Preferred. 
• Strong analytical and problem-solving abilities. 
• Excellent communication and stakeholder management. 
• Experience with workflow automation and Integration Hub. 
• Ability to create reports and dashboards for performance insights.