Sr. Service Management BA

Dallas, TX 75235

Job ID: 21935-1 Category: Business Analysis

The Senior Business Analyst for Service Management will focus on the development of new Service Management solutions in support of internal customers. They will focus on the development and definition of requirements, participate in the testing of new modules or improving existing ones in ServiceNow, support of the launch of the new capability and ensure stabilization of performance. The Senior Business Analyst will partner closely with internal technology customers to ensure solutions are supportive and consumable. They will also reference IT best practices to ensure solutions are optimized. The Senior Business Analyst will guide the internal customers through the development and release phases to ensure optimal adoption of innovative solutions. The Senior Business Analyst must take an enterprise view towards Service Management and develop multi-faceted solutions to optimize operations through the implementation of new or improved Service Management modules. A successful candidate needs to have outstanding Service Management experience and present themselves as a thought leader in the various ITSM disciplines.


Core Responsibilities:

  • Will liaison with Technology customers to ensure representation of their needs within project requirements
  • Will develop deep understanding of internal customer priorities, value drivers and challenges, and use this knowledge to develop comprehensive requirements definitions
  • Will develop cross-Service Management process solutions that optimize the internal customers’ performance and results
  • Will ensure that best practices are incorporated within solutions
  • Will build and maintain alignment with multiple stakeholders
  • Will collaborate with other suppliers that support internal customers when solutions have cross dependencies
  • Will develop all collateral required support new solutions, including requirements, test plans, process definitions, policy documents, procedures, awareness communications
  • Will foster teamwork and collaboration across different workgroups
  • Will utilize emotional intelligence and communication skills to influence and drive change across impacted teams
  • Will tailor communications and influence tactics based on situational awareness
  • Will leverage the expertise of people across the organization




  • Experience in implementing new modules in ServiceNow in a project setting
  • Experience in improving current modules and SM processes in ServiceNow in a project setting
  • In-depth understanding of multiple Service Management disciplines (Incident, Problem, Change, Configuration, Knowledge, Request, Service Level, Continual Service Improvement)
  • Experience in developing, engineering and improving IT Service Management processes. 4-5 years
  • Experience in creating, managing and maintaining process diagrams and process definition documents. 4-5 years
  • Experience in gathering and analyzing requirements to improve existing processes. 3-4 years
  • Experience in defining, measuring and trending KPIs and process metrics. 3-5 years
  • Demonstrated handling pressure in critical/difficult circumstances
  • Able to drive innovation across internal customers
  • Strong business background (working in a company of similar scale)
  • Ability to work in dynamic environment with changing priorities
  • High energy, innovative individual who is motivated by challenging assignments
  • Excellent communication skills, interpersonal, oral, and written
  • Effective at managing multiple requests with conflicting priorities under tight deadlines
  • High attention to detail, quality and accuracy
  • Strong analytical, organizational, and problem-solving skills
  • Ability to work well within a team to learn and share knowledge
  • Effective at developing and maintaining strong customer and team relationships.


Preferred Skills:

  • Experience in leading the transformation of business processes
  • IT Service Management Process Ownership
  • Basic Project Management skills
  • Advanced knowledge and understanding of IT concepts
  • ITIL Foundation Certification (or Higher)


Team Information:

  • This individual will be part of a larger Service Management organization (approximately ~50 people), which supports various ITIL Processes.
  • This individual will be involved in the maturation of Service Management Processes.
  • This individual needs to have outstanding Service Management experience and present themselves as a thought leader as well as have hands-on experience to implement continuous improvement after go-live of new processes and technologies. A thinker and a doer.





Communication Skills


6 + Years

ITIL / Service Management


6 + Years


Brett Carter
Senior Recruiter/Vice President

Not ready to apply?

Send an email reminder to:

Share This Job:

Related Jobs: