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ServiceNow Business Analyst (Remote – MST/PST Only)

MDA Edge

Role overview

Qualifications

  • Minimum 5+ years of experience as a Business Analyst, with at least 3 years focused on ServiceNow implementations and process automation.
  • Strong knowledge of ServiceNow modules, including ITSM, ITOM, CSM, and CMDB.
  • Proven skills in business process modeling, requirement documentation, and solution validation.
  • Experience creating user stories, workflows, and technical documentation.

Responsibilities

  • Collaborate with stakeholders to gather, analyze, and document detailed business requirements.
  • Design and optimize solutions leveraging ServiceNow modules such as ITSM, ITOM, CSM, and CMDB.
  • Map existing business processes and recommend improvements aligned with ITIL best practices.
  • Develop user stories, process flows, and functional documentation for configurations and integrations.

Key facts

Hard skills

ServiceNow

About the company

MDA Edge logo

MDA Edge

Business Consulting & Services

Our objective is to establish an exceptional ecosystem by connecting individuals, technology, and prospects through the application of human intelligence.MDA Edge is a process-oriented company and our expertise lies in providing comprehensive Workforce Solutions, specifically focusing on Contingent Staffing, Bulk/Project Staffing, RPO/KPO/BPO, and Direct Hire services. We cater to a wide range of industries, including Infrastructure Consulting, Engineering Consulting, IT Consulting, Healthcare, Life Sciences, Pharmaceutical Consulting, Consumer Goods, Education, Transportation & Logistics, Media & Entertainment, Telecom, BFSI, Manufacturing, Utilities & Energies, and Corporate Recruitment. Moreover, we have developed a dedicated focus on Government Consulting.Our company prides itself on a meticulous approach, ensuring that we meet your specific needs. We have established a robust network of highly skilled professionals who are readily available to fulfill your requirements. With a strong commitment to excellence, we consistently deliver exceptional results for clients in India, Denmark, France, Germany, Ireland, Japan, Spain, Thailand, the USA, Canada and Mexico, with ongoing expansion efforts to serve more new regions in the near future.We consistently uphold the highest standards of quality by providing resources, time, and materials to design, implement, and support efficient operations for organizations. Our track record of measurable accomplishments demonstrates our commitment to cultivating a balanced work and societal ecosystem.Our continuous growth, successful customer engagements, and strong customer retention exemplify our achievements. Furthermore, our passion lies in streamlining complex business processes through the application of suitable technology, which has been integral to our success.We extend an invitation to join our dynamic workplace, offering rapid growth opportunities, excellent employee benefits, and a positive work-life balance.

Company details

Company typeScaleup
IndustryBusiness Consulting & Services
Company size201 - 500

Links

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Job description

Role Overview: As a ServiceNow Business Analyst, you will serve as the bridge between business users and technical teams to ensure the successful design, configuration, and optimization of ServiceNow solutions. You will translate business needs into technical requirements across various ServiceNow modules.
  • Work Location: Remote (Applicants must reside in MST or PST time zones).
  • Engagement Model: Contract-to-hire (6-month minimum with potential early conversion).
  • Work Schedule: Remote-first role; occasional reimbursed travel for client engagements.
  • Certification: ServiceNow Certified System Administrator (CSA) required.
Key Responsibilities:
  • Collaborate with stakeholders to gather, analyze, and document detailed business requirements.
  • Design and optimize solutions leveraging ServiceNow modules such as ITSM, ITOM, CSM, and CMDB.
  • Map existing business processes and recommend improvements aligned with ITIL best practices.
  • Develop user stories, process flows, and functional documentation for configurations and integrations.
  • Assist with system configuration, including workflows, business rules, forms, reports, and dashboards.
  • Coordinate and support user acceptance testing (UAT) to ensure solution readiness.
  • Communicate project status, issues, and deliverables with stakeholders across teams.
  • Identify opportunities for process optimization and ServiceNow feature enhancements.
  • Support change management activities during upgrades and new releases.
  • Train and guide end-users on new ServiceNow features to strengthen adoption and usability.
Required Qualifications:
  • Minimum 5+ years of experience as a Business Analyst, with at least 3 years focused on ServiceNow implementations and process automation.
  • Strong knowledge of ServiceNow modules, including ITSM, ITOM, CSM, and CMDB.
  • Proven skills in business process modeling, requirement documentation, and solution validation.
  • Experience creating user stories, workflows, and technical documentation.
  • Proficiency in Agile/Scrum methodologies and sprint participation.
  • Excellent communication, facilitation, and stakeholder management skills.
  • Strong analytical and problem-solving capabilities.
  • Sound understanding of ITIL frameworks and their application within ServiceNow.
Preferred Qualifications:
  • Experience with ServiceNow integrations (REST, SOAP) and data management.
  • Knowledge of advanced ServiceNow features such as Flow Designer, Virtual Agent, and Performance Analytics.
  • Familiarity with ServiceNow CSM features: Case Management, Customer Portals, Knowledge Management, and Omnichannel Engagement.
  • Experience with data migration and cloud integrations (AWS, Azure).
  • Background in the healthcare industry or large enterprise/consulting environments (e.g., Client, Client, PwC, Booz Allen).
Behavioral Skills:
  • Strong sense of ownership and accountability for project outcomes.
  • Ability to collaborate effectively in an Agile, fast-paced environment.
  • Attention to detail and commitment to delivering quality solutions.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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