Business Analyst – ServiceNow ITSM (AI & Automation)

About the role

We are looking for a Business Analyst with strong ServiceNow ITSM experience to drive AI‑powered initiatives that improve IT Service Management and Help Desk operations. The role is fully remote and will work closely with stakeholders, IT teams, and service desk leadership to uncover automation opportunities and support ServiceNow AI implementations.

Key responsibilities

• Analyze existing ITSM and Help Desk workflows to identify improvement areas.
• Gather, document, and validate business requirements.
• Develop functional specifications for AI‑enabled ServiceNow solutions.
• Identify automation opportunities and calculate ROI.
• Partner with cross‑functional stakeholders to ensure alignment.
• Conduct User Acceptance Testing (UAT) and support change management.
• Facilitate user adoption and training.
• Operate within Agile delivery environments.

Required profile

• Bachelor's degree required.
• Proven experience as a Business Analyst working with ServiceNow ITSM.
• Familiarity with AI and automation concepts in a service management context.
• Ability to work independently in a fully remote setting.

Required skills

• ServiceNow
• IT Service Management (ITSM)
• ServiceNow CMDB
• ServiceNow AI capabilities
• AI Automation
• Agentic AI
• Agile Methodologies
• Process Improvement
• Business Analysis
• Requirements Gathering
• Functional Specifications
• User Acceptance Testing (UAT)
• Stakeholder Management

What we offer

• 100% remote work.
• W2 contract with an hourly rate of $55‑$65.
• Full‑time schedule (40 hours/week) through 08/31/2026 with possible extension.