Associate Business Analyst, ServiceNow ITSM

Windward Consulting

Associate ServiceNow ITSM Business Analyst at Windward Consulting focusing on ServiceNow ITSM solutions implementation. Engaging stakeholders to document requirements and support solution delivery for client success.

Posted 4/21/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Acquire ServiceNow ITSM Certified Implementation Specialist (CIS) certification
Engage with stakeholders to gather, document, and prioritize business requirements related to ServiceNow IT Service Management, including Incident, Problem, Change, Request, and Knowledge.
Support workshops, interviews, and process mapping sessions to capture current-state and future-state processes and workflows.
Create clear and well-structured documentation, including process flows, functional requirements, user stories, and acceptance criteria.
Translate business needs into actionable requirements that support ServiceNow configuration, workflow development, and automation.
Collaborate with technical delivery teams to ensure requirements are accurately implemented and aligned with ServiceNow platform capabilities and best practices.
Participate in Agile or hybrid delivery activities, including sprint planning, backlog refinement, and review sessions.
Support testing efforts by preparing and executing test cases, documenting results, and tracking defects through resolution.
Assist with deployment readiness activities, including documentation, training materials, and release support.
Provide day-to-day analytical support throughout the project lifecycle, ensuring solutions meet defined business and quality expectations.

Requirements

What you’ll need

Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field.
Foundational understanding of IT Service Management processes and concepts.
Experience documenting business requirements, process flows, and user stories.
Strong analytical, organizational, and problem-solving skills.
Clear and professional written and verbal communication skills.
Ability to manage tasks independently while contributing effectively in a team-based environment.
Familiarity with Agile or Scrum delivery methodologies.
ServiceNow Certified Systems Administrator (preferred certification).
2+ years of business analysis experience (preferred).

Benefits

Comp & perks

Medical
Dental
Vision
Flexible Spending Accounts
Short Term Disability
Long Term Disability
Life Insurance and AD&D
Option to purchase additional Life Insurance and AD&D
Paid Time Off
Personal Leave
Holidays
401(k) plan with company match
Work/life balance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ServiceNow ITSMbusiness requirements documentationprocess flowsuser storiesacceptance criteriaworkflow developmentautomationtestingAgilebusiness analysis

Soft Skills

analytical skillsorganizational skillsproblem-solving skillswritten communicationverbal communicationindependent task managementteam collaboration

Certifications

ServiceNow ITSM Certified Implementation SpecialistServiceNow Certified Systems Administrator