ServiceNow Business Analyst

Optimal Growth Technologies is seeking a ServiceNow Business Analyst in the United States to lead implementations and enhancements across infrastructure and IT service management. This full-time role emphasizes both strategic analysis and hands-on execution.

The Opportunity

We're looking for a seasoned business analyst with deep expertise in both ServiceNow platforms and IT infrastructure to take ownership of complex implementation and optimization projects. You'll work across ITSM, ITOM, and ITAM modules, bringing 10+ years of business analysis experience and a minimum of 5 years specializing in ServiceNow deployments. In this role, you'll engage directly with infrastructure, IT operations, and business stakeholders to translate technical complexity into actionable solutions that drive efficiency and service excellence.

Responsibilities

• Gather, document, and analyze business and technical requirements for ServiceNow implementations, enhancements, and system integrations across infrastructure teams.
• Map current infrastructure workflows and identify opportunities for automation, optimization, and service improvement within the ServiceNow environment.
• Design and specify ServiceNow solutions that address infrastructure needs, ensuring scalability, maintainability, and alignment with industry best practices.
• Facilitate workshops and collaborative sessions with stakeholders to establish clear technical and functional requirements.
• Develop and refine service catalogs, workflows, and automation logic to streamline IT infrastructure service delivery.
• Create test plans and support user acceptance testing to validate that implemented solutions meet business objectives.
• Partner with infrastructure, business, and technical teams on change management, training, and end-user adoption.
• Provide post-implementation support, monitor solution performance, and recommend continuous improvements to the platform.

Qualifications

• Minimum 10 years of professional experience in business analysis or business process optimization.
• At least 5 years of direct experience implementing, configuring, and managing ServiceNow platforms.
• Strong working knowledge of IT infrastructure domains: networks, servers, storage systems, virtualization, and cloud services.
• Deep expertise in ServiceNow ITSM, ITOM, and ITAM modules, including workflow configuration and customization.
• Demonstrated ability to map complex processes, design service catalogs, and automate workflows.
• Strong analytical and problem-solving skills, with the ability to break down infrastructure challenges into actionable ServiceNow implementations.
• Excellent verbal and written communication; able to present findings and solutions to both technical and business audiences.
• Proven project management skills, managing multiple concurrent initiatives in a fast-moving environment.

Working at Optimal Growth Technologies

You'll collaborate with a dynamic team committed to advancing IT infrastructure and operations through modern platform solutions. The role offers opportunities to influence how the organization optimizes its ServiceNow investments across ITSM, ITOM, and ITAM modules.

Applying for This Role

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