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IT Business Analyst (ServiceNow Customer Success & ITSM)

Abacus Service Corporation
Remote, OR Remote Full Time
POSTED ON 4/10/2024
Sound Transit IT Temporary Contractor Request Form
Assignment:IT Business Analyst (ServiceNow Customer Success & ITSM)Category/Level*:E/2Term of Assignment:4/1/2024 – 12/31/2024Rate Range:Minimum to midpointGeneral Summary:Under general direction of the Deputy Director, IT Service Delivery, this position will contribute to the strategic objectives of the Service Management Office by facilitating and executing on various tasks supporting an ITIL-based ITSM process framework and the ServiceNow Platform. This includes providing support for the ServiceNow platform acting as a product manager as well as Business Analyst for ServiceNow requests and functioning as a Problem Manager supporting the Problem Management practice leading root cause analysis and problem reporting. The position will work closely with both business partners and cross-technical teams, ensuring that key stakeholders and subject matter experts are engaged as needed.
The consultant should have 3-5 years of ServiceNow experience and 3-5 years of business analysis experience specific to ServiceNow covering the ITSM module, SPM module, and GRC/SecOps module. They should hold an ITIL Foundation certification or equivalent experience and understand ITIL Problem Management.Essential Functions:ServiceNow Customer Success
  • Act as primary liaison between the ServiceNow team and our customers, assisting in the development of successful ServiceNow solutions, keeping customers informed of ServiceNow changes and the roadmap, and facilitating various customer meetings.
  • Manage the delivery of ServiceNow solutions to our customers to ensure they are prepared, trained, and ready to receive the solutions.
  • Facilitate monthly Product Backlog meetings.
  • Perform daily management of the product backlog.
  • Actively collaborate with ServiceNow team members to identify and resolve problems, remove barriers to development or delivery.
  • Participate actively in product planning and roadmap definition.
  • Monthly product meetings with stakeholders.


Service Management Office (SMO) Business Analyst
  • Perform business analysis for ServiceNow customer requests.
  • Attend regular stand-up and backlog review meetings.
  • Proactively work with IT and non-IT customers to acquire a deep understanding of their requirements & business needs.
  • Ensure that product requirements incorporate effective written and visual process flows.
  • Create and manage user documentation for ServiceNow.
  • Research and produce detailed technical requirements including user stories for developers to execute against.
  • Develop use cases, user stories, process diagrams, and requirements in ServiceNow.
  • Facilitate demo's, user acceptance testing, and efficiently address training, enhancements, dashboard needs from all stakeholders and end users.
  • Coordinates testing with appropriate teams, supporting the creation of testing scripts and assists in the execution of testing ServiceNow solutions and updates.

ITIL Problem Management
  • Perform analysis of problems, coordinate with Subject Matter Experts (SMEs) as necessary, and document findings (i.e., compile data, update ServiceNow records, write information papers).
  • Work with technical teams to ensure incidents have proper problem statements as necessary.
  • Schedule and run Root Cause Analysis meetings.
  • Perform proactive activities designed to promote a trouble-free production environment.
  • Conduct trend analysis of recurring Problems/Incidents – extract trends on Incident types, Customer types, key problem areas, departments, hardware types etc.; communicate with IT support groups to review recurring Problems and press for final resolutions or escalate as needed.
  • Facilitate Corrective Action Reviews for Major Problems.
  • Update and maintain the Known Error Database to ensure accurate Known Errors are documented and available to staff.
  • Participate in the creation of service management office documents (policies, standards, baselines, guidelines, and procedures) under the direction of the SMO Deputy Director, where appropriate.
  • Follow Sound Transit problem management procedures, which include weekly problem management meetings and weekly incident data reviews.
Deliverables:Documentation providing necessary information to the ServiceNow development team including but not limited to:
  • Completed Requirements documents.
  • Business Workflow diagrams.
  • ServiceNow problem record updates
Special / Additional Qualifications (Over Role/ Category Level)Education & Experience:3-5 years ServiceNow experience & business analysis experience specific to ServiceNow covering the ITSM module, SPM module, GRC/ SecOps ModuleRequired Licenses or Certifications:ITIL Foundation certification of equivalent experienceSpecific Qualifications, Knowledge, and Skills:Understand ITIL Problem ManagementPhysical Demands/Work Environment:
  • Work will be performed in a standard office environment and/or via a remote office.
  • Could be subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds.
Sound Transit promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
It is the responsibility of all employees and temporary staff to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.

Salary.com Estimation for IT Business Analyst (ServiceNow Customer Success & ITSM) in Remote, OR
$96,847 to $119,828
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