Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for VMware, Oracle and SAP.

The ServiceNow Business Analyst is responsible for bridging business needs with technical solutions on the ServiceNow platform. This role involves gathering and analyzing requirements, designing workflows, and ensuring successful implementation of ServiceNow applications to optimize IT and enterprise processes.

This position is designed to evolve into a critical system owner role, serving as the strategic glue between system capabilities and rolled-out features. Over time, the ideal candidate will not only excel as a Business Analyst and ServiceNow Administrator but also advise and act as a Product Owner and Architect. This includes guiding all users and business units on the best ways toleveragethe platform whilemaintainingstability, scalability, and security.

Key Responsibilities

Requirements Gathering & Analysis

Collaborate with stakeholders to capture and document business requirements.
Translate business needs into functional specifications, user stories, and acceptance criteria.
Conduct gap analysis and recommend ServiceNow-based solutions to meet
objectives
.

Process Design & Optimization

Design and document workflows
and standard operating procedures
within ServiceNow, leveraging ITSM, ITOM, and ITBM modules.
Identify
opportunities for automation and process improvement using ServiceNow capabilities.
Ensure compliance with ITIL best practices and organizational standards.

Solution Implementation

Work closely with ServiceNow developers and administrators to configure applications.
Participate in testing phases, including writing test cases and conducting UAT.
Support release management and communicate changes effectively.

Stakeholder Engagement

Facilitate workshops and design sessions to
refine
requirements.
Provide clear status updates, risk assessments, and issue resolutions.

Documentation & Training

Maintain comprehensive documentation for workflows, configurations, and processes.
Develop training materials and deliver sessions for end-users.
Create dashboards and reports using ServiceNow Performance Analytics.

Required Qualifications

Experience: 3–5 years as a Business Analyst, preferably with ServiceNow focus.
Proficiency
in ServiceNow modules (ITSM, ITOM, ITBM).
Familiarity with CMDB, Incident, Change, and Problem Management.
Knowledge of Agile/Scrum methodologies.
ServiceNow Certified System Administrator (CSA) – Required.
ServiceNow Certified Implementation Specialist (CIS) – Preferred.
ITIL Foundation – Preferred.
Strong analytical and problem-solving abilities.
Excellent communication and stakeholder management.
Experience with workflow automation and Integration Hub.
Ability to create reports and dashboards for performance insights.

We are committed to fair and equitable compensation practices. As such, compensation will ultimately be in line with the labor market data, and the location in which the position is filled. Final compensation for this role will be determined by various factors such as education, experience, knowledge, skills, and abilities of the candidate, and alignment with labor market data and geographic location.

Denver Pay Range

$107,500

—

$127,500 USD

For California based applicants, see our CCPA policy here - Privacy Policy

Business Analyst - ServiceNow

Meet JobCopilot: Your Personal AI Job Hunter