IT Business Analyst III (ServiceNow)

Location: Oakland, California, United States

Salary: $104,000 per year

Company

hirify.global provides staffing and professional services for enterprise technology roles.

What you will do

• Develop, update, and govern ITSM process documents, standards, SOPs, work instructions, and user guides.
• Create process maps, swimlane diagrams, RACI matrices, and operational playbooks for ServiceNow modules including Incident, Change, Problem, Release, Knowledge, Service Catalog, CMDB, and Field Service Management.
• Assess legacy BMC Remedy documentation and convert it into future-state ServiceNow processes and operating procedures.
• Maintain traceability between business requirements, user stories, acceptance criteria, platform configurations, and documentation deliverables.
• Facilitate workshops and document walkthroughs with Process Owners, Product Owners, and subject matter experts.
• Establish documentation standards, manage repositories, and support document publication, revision, and retirement.

Requirements

• Bachelor’s degree in Technical Writing, Communications, Business, Information Technology, Information Systems, Engineering, or a related field; equivalent experience may be considered.
• At least 5 years of experience in technical writing, process documentation, IT business analysis, or ITSM documentation.
• At least 3 years of hands-on experience developing ServiceNow process documentation.
• Experience documenting ServiceNow ITSM processes, workflows, roles, approvals, integrations, and platform capabilities.
• Working knowledge of ITIL practices and ITSM frameworks, with proficiency in Microsoft Office, Visio, SharePoint, and Microsoft 365.
• Strong technical writing, process analysis, stakeholder engagement, and independent working skills.

Nice to have

• Experience converting BMC Remedy documentation to ServiceNow.
• Experience developing enterprise ITSM governance and operating-model frameworks.
• ITIL Foundation, ServiceNow Certified System Administrator, ServiceNow Implementation Specialist, CCBA, or CBAP certification.
• Experience in utilities or other highly regulated enterprise environments.

Culture & Benefits

• Work supporting enterprise transformation, audit, compliance, and SOX control requirements.
• For temporary assignments lasting 13 weeks or longer: medical, dental, vision, and 401(k) benefits.
• Statutory sick pay where required.
• Reasonable accommodations are available during the employment process.