ServiceNow Business Analyst

MUST HAVE:

5+ years of experience as a ServiceNow Business Analyst, with at least 3 years specifically focused on ServiceNow implementations and process automation.
Deep understanding of IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and CMDB.
Strong ability to analyze business requirements, model processes, and translate them into technical specifications. Proficiency in creating user stories, workflows, and process documentation.
A solid understanding of ITIL frameworks, particularly in the context of ServiceNow, is highly beneficial.
ServiceNow Certified System Administrator (CSA) certification required.
NICE TO HAVE:

Experience working in Agile/Scrum environments, including participation in sprint planning, retrospectives, and daily stand-ups
Knowledge of ServiceNow integrations (REST/SOAP) and data management
Familiarity with ServiceNow CSM features, including Case Management, Customer Portals, Knowledge Management, Omnichannel Engagement (email, chat, virtual agent), and experience configuring and optimizing customer service processes
Familiarity with advanced ServiceNow features like Flow Designer, Virtual Agent, or Performance Analytics
Experience with data migration and integration projects involving ServiceNow
Understanding of cloud technologies (AWS, Azure) and how they integrate with ServiceNow.
Healthcare industry/client experience in ServiceNow (big plus).
Big firm / large enterprise background (ex: Accenture, Deloitte, PwC, Booz Allen type environments) with interest in moving to a smaller/hypergrowth firm