ServiceNow Principal Business Process Analyst

Role overview

Key responsibilities

• Collect and document business requirements; translate business needs into functional specifications and process flows.
• Identify gaps, inefficiencies, and opportunities for automation and optimization.
• Own high-level and low-level designs from a functional standpoint, extending into business knowledge as needed.
• Conduct research and analysis to support business decisions and collaborate with stakeholders to define project requirements.
• Support project plans and timelines; prepare management reports and presentations.
• Participate in meetings and contribute to process improvements.
• Recommend continuous improvements using evolving ServiceNow capabilities.
• Perform other duties assigned by the Senior Business Analyst or Manager.

Minimum qualifications

• Bachelor’s degree in business administration, information technology, or a related field.
• At least 8 years of experience in business analysis or a related role.
• Familiarity with ServiceNow configuration, basic scripting, and integration capabilities.
• Functional experience with Service Portals/ESC, Virtual Agentic AI, Predictive Intelligence, Workspace, and Process Automation playbooks.
• Understand ServiceNow foundational data and data models for more than two applications, and ServiceNow best practices.
• ServiceNow CSM experience is required.
• MCO, APO, and FSM experience is a plus.

Skills

• Build functional and technical specifications, presentations, and process flows based on project scope and business processes.
• Manage multiple tasks and priorities; demonstrate analytical, problem-solving, communication, and interpersonal skills.
• Basic knowledge of data analysis and reporting; proficiency in Microsoft Word, Excel, and PowerPoint.
• Understand business analysis methodologies and tools; work independently and as part of a team.
• Familiarity with project management software is a plus.

Nice to have

• ITIL Expert or ITIL v3/v4 certification is a plus.
• ServiceNow CSA and Business Analyst certifications from other institutions are a plus.
• Experience supporting global enterprise environments is a plus.