Job Details

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

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, and 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 throughout the project lifecycle

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 other related activities

Stakeholder Engagement, Change Management & Adoption [20%]

Serve as the liaison between business stakeholders and technical teams

Facilitate workshops, demos, and 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 Educations/Skills/Work Experience:

• Bachelor's 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, and 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.

If you like working with energetic enthusiastic individuals, you will enjoy your career with us! The 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.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees.