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Itsm Business Analyst Jobs (NOW HIRING)

kgs

ServiceNow Business Analyst

Washington, DC · Remote

The ServiceNow Business Analyst will work with stakeholders, product owners, architects, developers ... Working knowledge of ServiceNow capabilities, ITSM processes, workflow design, reporting, and ...

Jobtailor

Map functional adjustments across ServiceNow modules including ITSM, ITAM, and Employee Center Pro ... Business Analysis * User Story Development * Gap Analysis * Functional Mapping * User Testing ...

GDIT

ServiceNow Business Analyst

Rockville, MD · On-site

$97K - $120K/yr

No GDIT is seeking a Business Analyst to support the National Institutes of Health (NIH), National ... Experience with ITSM, ITOM, CMDB, SecOps, or VR process analysis or configuration. * Experience ...

National CORE

Business Analyst

Rancho Cucamonga, CA · On-site

$80K - $84K/yr

... ITSM) solution; work with business partners to set issues, as needed; and maintain SLAs. Work with the Senior Business Analyst to identifying business needs; determining and carrying out necessary ...

Staffingine LLC

ServiceNow Business Analyst

Chandler, AZ · On-site

... ITSM, ITOM, CSM, CMDB, and other ServiceNow modules. * Business Process Mapping: Analyze and map ... existing business processes, identify areas for improvement, and propose streamlined workflows that ...

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Itsm Business Analyst information

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$47

$71

How much do itsm business analyst jobs pay per hour?

As of Sep 12, 2026, the average hourly pay for itsm business analyst in the United States is $47.43, according to ZipRecruiter salary data. Most workers in this role earn between $35.58 and $59.38 per hour, depending on experience, location, and employer.

What is an ITSM Business Analyst?

An ITSM Business Analyst is a professional who specializes in analyzing, designing, and improving IT service management processes within an organization. They act as a bridge between IT and business teams, ensuring that IT services align with business needs and objectives. Their responsibilities often include gathering requirements, documenting processes, recommending improvements, and supporting the implementation of ITSM tools and practices such as ITIL. By optimizing IT service delivery, they help organizations achieve higher efficiency and customer satisfaction.

How does an ITSM Business Analyst typically collaborate with IT and business teams to implement service management solutions?

An ITSM Business Analyst frequently acts as a bridge between IT departments and business stakeholders, facilitating effective communication to ensure service management solutions align with organizational goals. They gather requirements from business users, translate these into technical specifications for IT teams, and help prioritize features based on impact and feasibility. Regular meetings, workshops, and documentation reviews are common to ensure all parties are aligned throughout the project lifecycle. This collaborative approach helps minimize misunderstandings and supports smoother implementation and adoption of ITSM processes.

What are the key skills and qualifications needed to thrive as an ITSM Business Analyst, and why are they important?

To thrive as an ITSM Business Analyst, you need strong analytical skills, process improvement expertise, and a solid understanding of IT Service Management frameworks like ITIL, often backed by a relevant degree or ITIL certification. Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management is typically required. Excellent communication, stakeholder management, and problem-solving abilities help you effectively bridge the gap between technical teams and business objectives. These competencies are crucial for optimizing IT service delivery, ensuring alignment with organizational goals, and driving continual service improvement.

What is the difference between Itsm Business Analyst vs Service Desk Analyst?

AspectItsm Business AnalystService Desk Analyst
CertificationsITIL, Business Analysis certificationsITIL, CompTIA A+
Work EnvironmentAnalyzing IT processes, requirements gatheringProviding technical support, incident resolution
Employer & IndustryIT service management, consulting firmsIT support departments, help desks

The Itsm Business Analyst focuses on analyzing and improving IT service processes, working closely with stakeholders to gather requirements. In contrast, the Service Desk Analyst primarily handles user support and incident resolution. While both roles require ITIL knowledge, the Business Analyst emphasizes process improvement, whereas the Service Desk Analyst concentrates on technical support tasks.

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Itsm Business Analyst jobs near you
Infographic showing various Itsm Business Analyst job openings in the United States as of September 2026, with employment types broken down into 1% Internship, 82% Full Time, 14% Part Time, and 3% Contract. Highlights an 88% Physical, 3% Hybrid, and 9% Remote job distribution, with an average salary of $98,662 per year, or $47.4 per hour.

ServiceNow Business Analyst

Washington, DC • Remote

kgs
See more jobs at kgsexternal

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 15 days ago

Job description

Koniag Advisory and Business Solutions, LLC a Koniag Government Services company, is seeking a ServiceNow Business Analyst support KABS and our government customer in Washington, DC. The position is hybrid, requires 1 day onsite. This position requires the candidate to be able to obtain a Public Trust.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Koniag Advisory and Business Solutions, a Koniag Government Services company, is seeking a ServiceNow Business Analyst to support the Digital Workplace workforce by translating stakeholder needs into clear requirements, user stories, process designs, and acceptance criteria for ServiceNow products and workflows. Work will be performed at the client's facility or customer approved remote locations during Eastern Time core business hours.

The ServiceNow Business Analyst will work with stakeholders, product owners, architects, developers, QA analysts, and operational teams to define and validate ServiceNow capabilities. 

Principal responsibilities will include but are not limited to:

  • Elicit, analyze, document, and manage business, functional, reporting, integration, and workflow requirements.
  • Develop user stories, acceptance criteria, process flows, data needs, business rules, and testable requirements.
  • Facilitate workshops, backlog refinement, sprint planning support, demos, and requirements validation sessions.
  • Analyze current-state processes and recommend practical improvements using ServiceNow capabilities.
  • Support UAT planning, test case review, defect triage, release readiness, training inputs, and operational transition.
  • Maintain traceability between stakeholder needs, platform configuration, test results, and delivered outcomes.

Education and Experience:

Required:

  • Bachelor's degree in Business, Information Systems, Computer Science, or a related discipline, or equivalent work experience.
  • 5+ years of experience as a business analyst, systems analyst, product analyst, or process analyst.
  • 2+ years of experience supporting ServiceNow, ITSM, workflow automation, or enterprise platform delivery.

 

Desired:

  • ServiceNow Certified System Administrator, ITIL Foundation, Certified Scrum Product Owner, or comparable credential.
  • Experience supporting federal IT service delivery or digital workplace modernization.

Required Skills and Competencies:

  • Strong requirements elicitation, process modeling, user story writing, acceptance criteria, and stakeholder facilitation skills.
  • Working knowledge of ServiceNow capabilities, ITSM processes, workflow design, reporting, and platform configuration concepts.
  • Ability to bridge business needs and technical implementation without overcomplicating requirements.
  • Strong documentation, communication, and analytical skills.
  • Ability to obtain a Public Trust clearance.

Desired Skills and Competencies:

  • Experience with CSDM, CMDB, service catalog, knowledge management, incident, request, change, problem, SPM, or SecOps processes.
  • Familiarity with Jira, Confluence, Agile delivery, and UAT coordination.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

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