[Remote] ServiceNow Business Analyst and Trainer

Note: The job is a remote job and is open to candidates in USA. Children's Health is hiring a ServiceNow Business Analyst and Trainer to gather and analyze business requirements, support ServiceNow implementations, and deliver end-user training. The role collaborates with business and technical stakeholders to translate needs into functional requirements and support user adoption through training, knowledge transfer, and change management.

Responsibilities

• Gather, analyze, and document business requirements, functional specifications, user stories, and acceptance criteria
• Conduct stakeholder workshops, process assessments, and gap analyses to identify improvement opportunities
• Support ServiceNow implementations and enhancements across ITSM, ITOM, CMDB, ITAM, HRSD, and CSM modules, as applicable
• Support UAT, functional testing, defect management, and implementation activities
• Create training materials, user guides, process documentation, presentations, FAQs, and knowledge articles
• Conduct hands-on demonstrations, workshops, training sessions and knowledge transfer sessions on ServiceNow functionality and workflows
• Assess training effectiveness, gather user feedback, and provide post-training support
• Support organizational change management, user adoption, and continuous process improvement

Skills

• At least 3 years Experience as a Business Analyst supporting enterprise applications, business processes, workflow automation, or technology implementations
• At least 2 years Experience gathering requirements, documenting current-state and future-state processes, writing user stories, and defining acceptance criteria
• At least 2 years Experience working with enterprise applications, business workflows, reporting, data, integrations, or operational process improvements
• At least 2 years Experience collaborating with developers, administrators, architects, process owners, and business stakeholders to deliver technology solutions
• At least 2 years Experience supporting testing activities, including test plans, test cases, user acceptance testing, defect triage, and business validation
• At least 2 years Experience working within agile, scrum, or hybrid delivery environments, including sprint planning, backlog refinement, demos, and retrospectives
• At least 2 years Experience facilitating stakeholder meetings, documenting decisions, communicating risks, and managing competing priorities
• At least 1 year Familiarity with ITIL practices, service management concepts, change control, release management, and operational support processes
• At least 1 year Experience creating reports, dashboards, process metrics, or operational analytics
• At least 1 year Experience developing training materials, job aids, user guides, release communications, or adoption support documentation
• At least 1 year Experience with healthcare, clinical applications, hospital operations, or regulated enterprise environments
• Bachelors Degree Essential Business Administration, Information Systems, Information Technology, Computer Science, Healthcare Administration, or a related field
• Equivalent Experience in lieu of degree Essential In lieu of a formal degree, equivalent years of experience demonstrated business analysis, ITSM, process improvement, or enterprise application experience may be considered
• Required: ServiceNow Certified System Administrator (CSA)
• Required: ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) or equivalent ServiceNow implementation certification
• Preferred Evidence of ongoing professional development in ITIL, agile delivery, business analysis, workflow design, process improvement, or enterprise applications
• Preferred: ServiceNow Certified Implementation Specialist – Data Foundations (CIS-DF)

Benefits

• Remote (Texas)
• Employee portion of medical plan premiums are covered after 3 years.
• 4%-10% employee savings plan match based on tenure
• Paid Parental Leave (up to 12 weeks)
• Caregiver Leave
• Adoption and surrogacy reimbursement

Company Overview