ServiceNow Business Analyst

JOB REQUIREMENTS: Our client is looking for a ServiceNow Business

Analyst to meet the workload demands of the ServiceNow implementation and ensure the department remains on schedule with critical project timelines. While BITS has a full-time ServiceNow Administrator, the current project volume exceeds our internal capacity. This contractor will work alongside our staff to complete initial service requests and configuration for the implementation. As the project progresses into the Software Asset Management (SAM) and Hardware Asset Management (HAM) phases, this resource will shift to providing maintenance and support. This additional capacity allows BITS to implement business process improvements and increase self-service options without delaying the rollout of new features. Tasks Service Request Development: Collaborate with business stakeholders to gather requirements; design, build, and test automated service requests and workflows within the ServiceNow Service Catalog. ITSM Implementation: Lead the functional configuration of ITSM modules (Incident, Problem, Change, and Request), ensuring all system changes follow authorized governance workflows. Platform Support: Provide expert-level support and maintenance for implemented modules, ensuring system performance aligns with agency service delivery standards. Process Design & Documentation: Develop and maintain comprehensive documentation for system configurations, process flows, and user guides to ensure long-term platform sustainability. Knowledge, Skills and Abilities Required: Excellent oral and written communication skills Analytical/problem solving skills NOTE: Candidates must be CURRENT WI residents. No relocation is allowed. This position can work 100% remote (within the state of WI). Location: Madison, WI (Remote from within the State of WI) Contract: 1 years \*\** OTHER EXPERIENCE AND QUALIFICATIONS: Skills Required: 3 years - Extensive experience configuring ServiceNow ITSM modules, building Service Catalog items, and designing workflows using Flow Designer. 3 years - Expertise in translating non-technical business needs into detailed technical specifications and managing the lifecycle from discovery through UAT. 3 years - Experience with ITSM and ITIL Frameworks 3 years - Experience with technical writing, including Functional Requirement Documents (FRD) and Standard Operating Procedures (SOP). 3 years - MS Office Products 3 years - Change Management 3 years - Project Management Skills Desired A plus to have: Experience integrating ServiceNow with technical solutions such as Dynatrace, Jira, or Tenable. Familiarity or implementation experience with additional modules such as Enterprise Architecture (EA), Security Operations (SecOps), Software Asset Management (SAM), or Hardware Asset Management (HAM). Strong understanding or experience working within ITIL v3 or v4 frameworks, specifically in the areas of Incident, Change, and Request Management. 3 years - Experience in Technical Writing and Documentation \*\** APPLICATION INSTRUCTIONS: E-Mail a Rsum: jobs@iodatasphere.com Other: Please submit your resume to jobs@iodatasphere.com with \"ServiceNow Business Analyst (10403WI)\" in the subject line.