ServiceNow Business Analyst

Remote Position (FL Only) This is a remote position - incumbents, who reside in Florida only, may work at home. There may be occasional situations that require work to be performed on-site at an assigned Lee Health location.

Responsible for

• Serve as primary liaison between business users and technical development teams
• Support ServiceNow application through incident and request management processes
• Conduct stakeholder interviews, workshops, and discovery sessions
• Gather, document, and validate business and technical requirements from stakeholders.
• Translate business needs into functional specifications, user stories, and process flow diagrams.
• Participate in Agile/Scrum meetings including sprint planning and backlog refinement
• Coordinate testing support, document findings, and help validate that delivered work meets expected business and operational needs.
• Communicate updates clearly and professionally to internal stakeholders, helping translate operational details into simple, actionable information.
• Participates in release communications aiding in organizational change management for process updates.
• Administers and maintains user access, roles, groups.
• Staying current with ServiceNow products, features, and industry trends to drive innovation.

Educational Requirements

Bachelor's Preferred; will accept 4+ years of experience in lieu of degree

Experience Requirements

2-4 years of experience as a ServiceNow Business Analyst

Strong understanding of ITIL processes and IT service management principles

2+ years of hands-on experience working with the ServiceNow platform

Demonstrated experience with various ServiceNow platform areas such as:

• IT Service Management - Asset, Incident, Change, Problem
• Service Portfolio Management (SPM) - Demand, Resource, Project & Portfolio
• IT Operations Management - Discovery, Service Mapping
• Core Platform -Service Portal, Service Catalog, CSDM, CMDB

State of Florida Licensure Requirements

Not Required

Certifications/Registration Requirements

ServiceNow Certified System Administrator (CSA) Preferred

ITIL Foundations Preferred

Certified ScrumMaster (CSM) Preferred

Other Requirements

This position requires good listening skills, attention to detail, follow-through, and the ability to provide exceptional customer service to the users of our ServiceNow platform. Engages with various business units to translate business needs into actionable requirements. Strong organizational skills for managing priorities, notes, and action items.