Servicenow Business Analyst

Job Description

Job Title: ServiceNow Business Analyst

Location: New York, NY, 10017

Duration: 12 Months

Job Type: Temporary Assignment

Work Type: Remote

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients worldwide.

Job Description/Summary:

• The ServiceNow Solutions Analyst plays a key role in supporting client's digital and operational efficiency initiatives by enhancing and maintaining the organization’s ServiceNow Service Catalog.
• This role functions as a Business Analyst within the ServiceNow platform, partnering closely with internal teams across IT and non-IT departments to improve service workflows, automate processes, and ensure effective catalog and request management.
• The Solutions Analyst will serve as a liaison between business stakeholders and technical teams to identify needs, design scalable solutions, and ensure seamless delivery within the ServiceNow environment.

Key Responsibilities

ServiceNow Platform & Catalog Management

• Maintain, design, and enhance the ServiceNow Service Catalog items across IT and non-IT services.
• Collaborate with internal stakeholders to create, optimize, and automate workflows and service request processes.
• Manage incoming tickets through ServiceNow, triage requests, and ensure timely resolution.
• Partner with product owners, software engineers, and business analysts to translate business needs into technical requirements and workflows.
• Ensure that ServiceNow catalog items are well-documented, accurate, and compliant with organizational policies.

Process Analysis & Improvement

• Conduct end-to-end analysis of existing workflows and identify areas for automation and improvement within ServiceNow.
• Document business processes using Visio or Lucidchart for workflow visualization.
• Support ServiceNow best practices for catalog management, service mapping, and process optimization.
• Contribute to continuous improvement efforts aligned with client's digital transformation goals.

Stakeholder Collaboration

• Work directly with internal client stakeholders across departments to gather requirements and ensure successful delivery of catalog and workflow enhancements.
• Collaborate with a team of three other analysts, distributing work evenly and maintaining consistent service quality.
• Communicate effectively with both technical and non-technical users, ensuring clear understanding and adoption of new workflows.

Compliance & Governance

• Ensure all ServiceNow processes and catalog items comply with data governance, security, and organizational policies.
• Support documentation, reporting, and audit readiness for ServiceNow workflows and requests.

Required Qualifications

• 2–4 years of experience in Business Analysis or similar roles within IT Service Management (ITSM) or ServiceNow environments.
• ServiceNow Certified System Administrator (CSA) certification – mandatory.
• Proven experience working with ServiceNow Service Catalog and workflow design/maintenance.
• Strong understanding of ITIL or ITSM concepts and best practices.
• Proficiency in Visio or Lucidchart for process mapping.
• Excellent written and verbal communication skills with experience supporting a diverse user base.
• Strong self-management, organizational, and problem-solving skills; able to work independently with minimal supervision.

TekWissen® Group is an equal opportunity employer supporting workforce diversity