ServiceNow Process Analyst
Kforce has a client in NYC that is seeking a ServiceNow Process Analyst. Key Responsibilities:
- Gather and document business requirements for new and existing service requests
- Analyze and rationalize service catalog offerings to identify duplication and standardization opportunities
- Facilitate workshops and discovery sessions with stakeholders
- Design request fulfillment workflows and approval processes
- Create user stories, process documentation, and functional requirements
- Support implementation activities through testing, deployment, and go-live
- Support modernization of Knowledge Management processes and governance
- Assist with evaluating existing knowledge structures and defining future-state solutions
- Help drive automation efforts associated with large-scale knowledge article migration initiatives
- Document business requirements and process improvements
- Partner with product owners, service owners, process owners, and business stakeholders
- Lead working sessions and requirements workshops
- Document decisions, risks, action items, and business requirements
- Build consensus and drive alignment across teams
- Work closely with offshore ServiceNow development teams
- Translate business requirements into actionable user stories and functional specifications
- Clarify requirements, answer development questions, and review solution designs
- Monitor progress and support successful delivery of project objectives
- Coordinate User Acceptance Testing (UAT)
- Review test scenarios and business test plans
- Facilitate stakeholder participation during testing cycles
- Assist with deployment readiness and implementation activities
- 3+ years of ServiceNow ITSM experience
- Experience supporting Service Catalog and Request Fulfillment initiatives
- Strong requirements gathering and business process documentation skills
- Experience creating user stories and supporting Agile delivery teams
- Excellent stakeholder management and communication skills
- Experience facilitating workshops, discovery sessions, or design meetings
- Ability to work independently and proactively drive work forward
- Experience working with offshore delivery teams
- ITIL Foundation Certification
- Consulting or professional services experience
- Exposure to ServiceNow Knowledge Management
- Experience supporting enterprise-wide ServiceNow implementations
- Familiarity with ITIL processes and ITSM best practices
- Experience coordinating cross-functional teams in large organizations
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