ServiceNow Business Analyst

• Location: @ Houston, TX or Pittsburgh, PA – Day 1 & complete onsite.
• Duration: 6 months contract to hire

Locals preferred.

GC/Citizens only

Those authorized to work in the United States without sponsorship are encouraged to apply. We are unable to sponsor visas for this position.

Must have: Strong functional business analysis, Hands-on with CSM + FSM implementations/enhancements, REST APIs, Agile/Scrum, Strong communication and stakeholder management skills. (ServiceNow certifications (CSA / CSM / FSM) & experience with CMDB, ITSM, or ITOM modules are nice to have)…

Key Responsibilities:

• Gather, analyze, and document business requirements for ServiceNow FSM and CSM modules
• Translate business needs into functional specifications, user stories, and process flows
• Work closely with stakeholders to define case management, work order lifecycle, and service workflows
• Conduct gap analysis, workshops, and stakeholder interviews to identify improvement areas
• Support configuration/design discussions with developers and architects
• Ensure alignment with ServiceNow best practices, data models, and CMDB structure
• Collaborate across teams for integrations, APIs, and system enhancements
• Assist in UAT, validation, and documentation
• Provide support for Agile ceremonies (sprint planning, backlog grooming, reviews)
• Required Skills:
• 7+ years as Business Analyst with ServiceNow platform experience
• Strong hands-on experience with CSM (Customer Service Management)
• Good exposure to FSM (Field Service Management) concepts (work orders, dispatch, scheduling)
• Experience in requirement gathering, BRD/FRD, user stories
• Understanding of ServiceNow workflows, case lifecycle, SLA management
• Familiarity with integrations (REST APIs, third-party systems)
• Experience working in Agile/Scrum environment
• Strong communication and stakeholder management skills
• Nice to Have:
• ServiceNow certifications (CSA / CSM / FSM)
• Experience with CMDB, ITSM, or ITOM modules
• Candidate Profile (Ideal Fit):
• Strong functional BA (not developer-heavy)
• Hands-on with CSM + FSM implementations / enhancements

• Required: Bachelor's degree in Computer Science or a related field
• This role is open to W2 or those seeking Corp-Corp employment. The salary range for this role is $113 - $130k. For corp-Corp rates please contact the recruiter. In addition to other benefits, Accion Labs offers a comprehensive benefits package, with Accion covering 65% of the medical, dental, and Vision Premiums for employees, their spouses, and dependent children enrolling in the Accion-provided plans.