Job Details

Business Analyst II - ServiceNow/Information Solutions (Hybrid-Remote)

Job Description Summary

The ServiceNow Business Analyst II serves as the liaison between business stakeholders and the technical development team, ensuring alignment between organizational objectives and platform capabilities. This role is responsible for eliciting, analyzing, and documenting business needs; translating them into clear and actionable functional requirements; and supporting the design of scalable, user?centric ServiceNow solutions.

The analyst plays a key role throughout the solution lifecycle, from initial discovery and process mapping to testing, deployment, and post?implementation support. They collaborate closely with business users, developers, architects, and project managers to validate requirements, prioritize enhancements, and ensure solutions meet defined outcomes and industry best practices.

In addition, the ServiceNow Business Analyst II champions platform adoption by facilitating training, supporting change management activities, and promoting the effective use of ServiceNow modules across the organization. This role is critical in driving continuous improvement, optimizing workflows, and maximizing the value of the ServiceNow platform.

Responsibilities

• Requirements Gathering & Business Analysis (35%): Analyze current business processes and identify areas for improvement, conduct stakeholder interviews, workshops, discovery sessions, document business requirements, user stories, and functional specifications, create process flows, use cases, and workflow documentation, identify gaps between current and future state processes, manage requirements traceability, validate requirements and obtain stakeholder sign?off.
• ServiceNow Solution Design & Continuous Improvement (25%): Recommend configurations using out?of?box ServiceNow functionality, design Service Catalog items, workflows, and forms aligned to business needs, participate in technical design sessions and provide business context, ensure solutions align with ServiceNow best practices and platform governance, identify opportunities for automation and process optimization, stay current with ServiceNow product releases and new features.
• Testing, Quality Assurance & Delivery Support (20%): Develop test plans and test use cases, support integration testing and coordinate UAT activities, document and track defects through resolution, validate that delivered solutions meet requirements and quality standards, support go?live readiness and related activities.
• Stakeholder Engagement, Change Management & Adoption (20%): Serve as the liaison between business stakeholders and technical teams, facilitate workshops, demos, review sessions, develop training materials and deliver end?user training, support change management and user adoption efforts, gather user feedback and champion continuous improvement, contribute to ServiceNow knowledge base and documentation.

Required Education, Skills & Work Experience

• Bachelors degree in Business Administration, Information Systems, Computer Science, or related field, or equivalent experience.
• 12 years of business analysis experience working with ServiceNow as a user, analyst, or other similar role.
• Experience in requirements gathering, documentation, and facilitation, including stakeholder interviews, workshops, and process mapping with tools such as Visio or Miro.
• Understanding of project management methodologies.
• Knowledge of ServiceNow platform capabilities and core modules (e.g., ITSM, Service Catalog, Knowledge Management), with some familiarity in ITIL processes such as Incident, Problem, Change, and Request.
• Understanding of Agile and Scrum methodologies, along with proficiency in Microsoft Office applications.
• Strong communication, facilitation, analytical, and problem?solving skills with the ability to translate technical concepts for non?technical audiences.
• Highly organized, detail?oriented, adaptable, and able to manage multiple priorities while maintaining a customer?focused mindset.
• Preferred certifications such as ServiceNow CSA, ITIL Foundation, CBAP/CCBA/PMI?PBA, or CSM/CSPO, along with experience in modules like HRSD, CSM, or ITOM, process automation, or working in enterprise environments.
• This position is not a fully remote position. Candidate will be required to work onsite as needed.

Physical Requirements

• Mobility & Posture: Standing, Sitting, Walking continuous; Climbing stairs infrequent; Working indoors continuous; Working outdoors (temperature extremes) infrequent; Working from elevated areas frequent; Working in confined/cramped spaces frequent; Kneeling infrequent; Bending at the waist continuous; Twisting at the waist frequent; Squatting frequent.
• Manual Dexterity & Strength: Pinching operations frequent; Gross motor use (fingers/hands) continuous; Firm grasping (fingers/hands) continuous; Fine manipulation (fingers/hands) continuous; Reaching overhead frequent; Reaching in all directions continuous; Repetitive motion (hands/wrists/elbows/shoulders) continuous; Full use of both legs continuous; Balance & coordination (lower extremities) frequent.
• Lifting & Force Requirements: Lift/carry 50 lbs unassisted infrequent; Lift/lower 50 lbs from floor to 36 infrequent; Lift up to 25 lbs overhead infrequent; Exert up to 50 lbs of force frequent; Examples: Transfer 100 lb. non?ambulatory patient = 50 lbs. force; Push 400 lb. patient in wheelchair on carpet = 20 lbs. force; Push patient stretcher one?handed = 25 lbs. force.
• Vision & Sensory: Maintain corrected vision 20/40 continuous; Recognize objects (near/far) continuous; Color discrimination continuous; Depth perception continuous; Peripheral vision continuous; Hearing acuity (with correction) continuous; Tactile sensory function continuous; Gross motor with fine motor coordination continuous; Olfactory (smell) function continuous; Respirator use qualification continuous.
• Work Environment & Conditions: Effective stress management continuous; Rotating shifts frequent; Overtime as required frequent; Latex?safe environment continuous.

Additional Information

Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

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