Title:  Associate, IT Business Analyst

Job Title: Associate, IT Business Analyst 

Job Schedule: 9/80

Job Code: 43305

Job Location: Melbourne, FL

Job Summary: 

The ServiceNow Demand & Delivery Analyst supports the delivery of ServiceNow enhancements that solve business needs. This role works with business requestors, ServiceNow technical leads, developers, and testers to translate requests into clear requirements, coordinate delivery activities, validate solutions, and support user acceptance testing.This is an ideal role for a candidate interested in business analysis, IT service management, enterprise platforms, and project delivery.

Job Description:

• Own assigned ServiceNow enhancement requests from initial intake through release and validation.
• Meet with business requestors to understand goals, pain points, desired outcomes, and process requirements.
• Translate business needs into clear functional requirements, user stories, process flows, acceptance criteria, and functional specifications.
• Partner with ServiceNow technical leads and developers to clarify requirements, resolve questions, and ensure proposed solutions meet business intent.
• Help prioritize requests by business value, urgency, complexity, dependencies, and delivery readiness.
• Coordinate demand and delivery activities, including requirement reviews, development handoffs, testing, UAT, and release communications.
• Perform initial unit-test validation to confirm delivered functionality meets documented requirements before UAT.
• Coordinate user acceptance testing with requestors, including test planning, test-case tracking, defect documentation, retesting, and approval collection.
• Track delivery status, risks, decisions, dependencies, and issues; communicate updates clearly to stakeholders.
• Ensure enhancements follow established ServiceNow standards, governance processes, documentation requirements, and change-management practices.
• Support continuous improvement by identifying recurring process issues, gaps in requirements, and opportunities to improve the demand-to-delivery workflow.
• Maintain accurate, organized records of requests, requirements, test evidence, approvals, and release outcomes.

Qualifications:

• To be eligible, applicants must be pursuing a Bachelor’s degree in Information Systems, Computer Science, Technology Management or related field or have completed their Bachelor’s degree within the last 12 months, regardless of age.    

Preferred Skills: 

• Exposure to ServiceNow, IT service management (ITSM), business analysis, Agile, Scrum, or project coordination through coursework, internships, certifications, or personal projects.
• Ability to listen to users, ask thoughtful questions, and turn business needs into organized requirements.
• Comfortable working with multiple stakeholders and managing competing priorities.
• Basic understanding of software development, testing, and the software delivery lifecycle.
• Proficiency with common productivity tools such as Microsoft Office or Google Workspace.
• Familiarity with concepts such as incidents, requests, changes, workflows, user stories, acceptance criteria, and UAT.
• ServiceNow Certified System Administrator (CSA) certification, or willingness to obtain it within the first year.
• Experience creating process diagrams, documenting requirements, or coordinating group projects.