Sr. Business Analyst, ServiceNow

Overview

About the company 

Consilio stands as the global leader in eDiscovery, document review, flexible legal talent, and legal advisory & transformation consulting services. With its Consilio Complete suite of capabilities, the company empowers multinational law firms and corporations using innovative software, cost-effective managed services, and deep legal and regulatory industry expertise. 

Overview

Our ServiceNow Business Analyst (BA) plays a critical role in the successful implementation, customization, and ongoing optimization of the ServiceNow platform. Combining core business analysis expertise with deep platform knowledge, the BA serves as the primary advocate for the internal client (stakeholder) within our organization. They work closely with product owner, internal client (stakeholders), subject matter experts (SMEs), and the development team to lead discussions, gather and clarify requirements, explore alternative solutions, and translate business needs into actionable specifications. Once requirements are defined, the BA partners with product owners, project manager, development manager, and architect to design and develop solutions that meet those needs. Throughout the project lifecycle, the BA remains focused on representing the internal client (stakeholder) vision, facilitating communication across teams, reviewing deliverables for quality and alignment, and ensuring the project stays on track for success.

Responsibilities

• Requirements Gathering and Analysis
  • Collaborate with stakeholders, users, and departments to identify and understand business needs.
  • Elicit, document, and maintain detailed business and functional requirements, including workflows, use cases, and user stories.
  • Ensure clarity, completeness, and approval of requirements, resolving ambiguities to align business and technical expectations.
• Solution Design and Configuration
  • Translate business needs into functional specifications (Jira Story) for configuration or customization within ServiceNow.
  • Work closely with developers and platform architects to groom solution designs align with best practices and business goals.
  • Validate proposed designs to ensure feasibility, scalability, and alignment with the broader ServiceNow architecture.
• Stakeholder and User Communication
  • Act as the primary liaison between stakeholders and technical teams, facilitating clear, ongoing communication.
  • Lead and facilitate workshops, discovery sessions, and stakeholder meetings to gather insights and define expectations.
  • Manage stakeholder expectations by clearly articulating platform capabilities, timelines, and constraints.
• Business Process Mapping and Optimization
  • Analyze and document current business processes (Journey Mapping) to identify inefficiencies and improvement opportunities.
  • Guide future-state processes that leverage ServiceNow capabilities to streamline operations and improve productivity.
  • Ensure alignment between redesigned processes and platform functionality and governance standards.
• ServiceNow Module Expertise
  • Maintain proficiency in core and advanced ServiceNow modules, such as ITSM, CSM, and others as needed.
  • Provide expert guidance on leveraging module capabilities and recommend enhancements or optimizations.
  • Stay current with ServiceNow developments to provide proactive recommendations aligned with platform innovation.
• Product Management Support
  • Assist with planning, scoping, scheduling, and tracking ServiceNow initiatives and deliverables.
  • Monitor project status, identify risks or roadblocks, and contribute to risk mitigation strategies and work with development teams to resolve.
  • Coordinate with cross-functional teams to ensure alignment and timely delivery of project components.

Qualifications

• Bachelor’s degree in computer science, or a related field; equivalent work experience may be considered in lieu of a degree.
• 2-4 years of experience as a Business Analyst, with a focus on supporting ServiceNow implementations and enhancements.
• Proven ability to gather, document, and manage business and functional requirements, including user stories, workflows, and use cases.
• Strong working knowledge of ServiceNow modules such as IT Service Management (ITSM), Customer Service Management (CSM), and others, with the ability to translate business needs into platform solutions.
• Demonstrated experience with business process mapping (e.g., journey mapping), process optimization, and aligning redesigned workflows with platform capabilities.
• Skilled in collaborating with cross-functional teams, including developers, architects, product owners, and project managers, to support successful solution delivery.
• Proficiency in Agile/Scrum methodologies, including sprint planning, backlog grooming, and sprint execution cycles.
• Hands-on experience with Jira (or a comparable Agile project management tool) to manage requirements, user stories, and project tracking.
• Exceptional oral and written communication skills, with the ability to clearly convey technical and non-technical information to diverse audiences.
• Experience in facilitating workshops, stakeholder interviews, and discovery sessions to gather requirements and manage expectations.
• Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment.

Consilio’s True North Values

• ExcellenceWe strive to make every client our advocate
• PassionWe DO because we CARE
• CollaborationWe win together through teamwork and communication
• AgilityWe flex, adapt and embrace change
• PeopleWe value, respect and invest in our teammates
• VisionWe create clarity of purpose and a clear path forward

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.