ITSM Technical Business Analyst

Responsibilities Kforce has a client in Tampa, FL that is seeking an ITSM Technical Business Analyst. Responsibilities: • Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements • Translate high-level business needs into detailed, clear, and actionable User Stories and acceptance criteria for the development team • Conduct gap analysis between current state processes and ServiceNow platform capabilities, recommending solutions that maximize out-of-the-box functionality • Define and document non-functional requirements (e.g., performance, security, data integrity). • Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user-friendly solutions within the platform • Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices • Support the configuration and customization of ServiceNow modules in partnership with technical teams • Actively participate in the Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives) • Develop comprehensive test plans, test cases, and execute/coordinate system integration testing (SIT) • Facilitate and support User Acceptance Testing (UAT) with end-users and process owners, ensuring that the delivered solution meets all documented requirements • Create and maintain detailed documentation, including process maps, knowledge articles, and end-user training materials Requirements • Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience • ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM • ITIL Foundation Certification (v3 or v4) • 2 years of experience as a Business Analyst, specifically focused on the ServiceNow platform; 5 years of experience preferred • Solid understanding of ITIL framework and processes (certification is a plus) • Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM) • Proven experience working in an Agile/Scrum delivery model • Excellent analytical, problem-solving, and critical-thinking skills • Exceptional written and verbal communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders • Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow • Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules) Deep functional and technical knowledge of the ServiceNow ITSM suite, including: • Incident Management • Problem Management • Change Management • Service Catalog & Request Fulfillment • Configuration Management Database (CMDB) • Knowledge Management The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future. We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave. Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.