Technical Business Analyst

Title: ServiceNow ITSM Technical Business Analyst Location: Lutz, FL 33549 (North Tampa) Type: 6-month contract (Dec 2025 – May 2026) with potential to become permanent Pay: $50–$53 per hour Summary: We are seeking an experienced ServiceNow ITSM Technical Business Analyst to join our team. The ideal candidate will play a key role in eliciting, analyzing, and documenting business requirements while working closely with technical and business stakeholders to deliver scalable, ITIL-aligned ServiceNow solutions. This position requires strong analytical, communication, and collaboration skills, as well as a deep understanding of ServiceNow ITSM modules and Agile/Scrum methodologies. Requirements: • Bachelor’s degree in Computer Science, Information Systems, Business, or related field, or equivalent practical experience • ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM (required) • ITIL Foundation Certification (v3 or v4) (required) • 2–5 years of experience as a Business Analyst focused on the ServiceNow platform (5 years preferred) • In-depth knowledge of ServiceNow ITSM suite, including Incident, Problem, Change, Service Catalog, CMDB, and Knowledge Management • Experience with additional ServiceNow modules such as CSM, HRSD, ITOM, or SPM • Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow • Experience with scripting or basic configuration (workflows, UI policies, business rules) • Strong understanding of ITIL frameworks and processes • Proven experience working in an Agile/Scrum environment Responsibilities: • Elicit, analyze, and document business requirements, process flows, and functional specifications for ServiceNow ITSM projects and enhancements • Translate high-level business needs into detailed, actionable user stories and acceptance criteria for development teams • Conduct gap analyses to align business processes with ServiceNow capabilities and recommend out-of-the-box solutions • Collaborate with architects and developers to design scalable, effective, and user-friendly ServiceNow solutions • Ensure all proposed solutions align with technical standards and ITIL best practices • Support configuration and customization of ServiceNow modules • Participate in Agile ceremonies, including sprint planning, backlog grooming, and retrospectives • Develop and execute comprehensive test plans, including system integration testing (SIT) and support User Acceptance Testing (UAT) • Create and maintain process documentation, knowledge articles, and end-user training materials • Provide post-implementation support and continuous improvement recommendations • Act as liaison between IT, business process owners, and technical teams • Facilitate workshops to drive consensus and clarify requirements • Identify opportunities for process automation and optimization • Stay current on ServiceNow releases and ITSM industry trends