ServiceNow Platform Business Process Analyst

Job Description

  • Location: Scottsdale, Arizona
  • Type: Contract
  • Job #8826
Title: ServiceNow Platform Business Process Analyst
Duration: 12 months+
Location: 100% Remote

The ServiceNow Platform Business Process Analyst is responsible for optimizing and transforming business processes through the innovative use of the ServiceNow platform. This role involves deep analysis of current processes, identification of improvement opportunities, and the design and implementation of solutions that enhance efficiency, productivity, and user experience across the organization. The analyst will work closely with IT, HR, and other departments to ensure that the ServiceNow platform is leveraged to its full potential in supporting the organization’s strategic goals.

Process Optimization for steady state teams supporting Oracle ERP, ServiceNow Platform, ServiceDesk using AI/ML platform offerings
Standard Operating Procedures and Process Guides for all active ServiceNow modules  – ~4 of 20 currently defined.
Service Catalog optimization, rollout of an IT4IT service catalog

Process Analysis and Optimization:

  • Conduct comprehensive reviews of existing business processes across various departments to identify inefficiencies, bottlenecks, and areas for improvement.
  • Collaborate with stakeholders to understand business needs and objectives, ensuring that proposed solutions align with overall organizational goals.

ServiceNow Solution Design and Implementation:

  • Design and implement ServiceNow solutions to streamline operations, enhance service delivery, and improve the user experience.
  • Develop detailed process maps, requirements specifications, and documentation to support solution development and deployment.

Stakeholder Engagement and Collaboration:

  • Serve as a liaison between IT, IT PMO, InfoSec, HR, and other business units to facilitate communication and ensure that business process solutions meet cross-functional needs.
  • Organize and lead workshops and training sessions to educate stakeholders about new processes and features within the ServiceNow platform.

Continuous Improvement:

  • Monitor and evaluate the effectiveness of implemented solutions, using data and feedback to drive continuous improvement initiatives.
  • Stay informed about the latest ServiceNow features, updates, and best practices to ensure the organization is maximizing the platform’s potential.

Project Management:

  • Manage projects related to the development and implementation of business process solutions, ensuring timely completion within scope and budget.
  • Coordinate with internal and external resources to ensure smooth execution and delivery of projects.


  • Bachelor’s degree in Business Administration, Information Technology, or related field.
  • Minimum 5 years’ experience with the ServiceNow platform, including direct involvement in the implementation and management of solutions.
  • Minimum of 3 years of experience in business process analysis, design, and optimization, preferably in an IT or technology-focused environment.
  • ServiceNow System Administrator certification
  • Experience with Agile / Scrum methodology.


  • Any ServiceNow Platform Implementation Specialist certification
  • Excellent communication and interpersonal skills, with the ability to engage and collaborate with stakeholders at all levels.
  • Knowledge of ITIL frameworks and methodologies, Foundations certification or higher
  • Strong analytical and problem-solving abilities to identify process improvement opportunities.
  • Ability to manage multiple projects simultaneously and work in a fast-paced environment.
  • Proficiency in process mapping and business analysis tools.
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Strategic Systems, Inc. is an Equal Opportunity Employer. We do not discriminate against qualified applicants based upon any protected group status, including but not limited to race, color, creed, religion, gender, national origin, ancestry, age, marital status , military or veteran status, sexual orientation, physical or mental disability or medical condition as defined by applicable equal opportunity laws. All employment is decided on the basis of qualifications, merit, and business need.