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Senior Itsm Analyst Jobs (NOW HIRING)

SMART TECH SKILLS LLC

Senior Business Analyst

Tallahassee, FL · On-site

$89K - $115K/yr

Tallahassee, FL Experience Level Senior Level (5+ Years Business Analysis, 3+ Years ServiceNow ... Support implementations involving ITSM, Case Management, CMDB, ITOM, Employee Center, and related ...

GDIT

Senior Business Analyst

Concord, NC · On-site

$86K - $111K/yr

Business Analysis, ITSM/ITIL Best Practices, Scrum (Agile) Certifications: None Experience: 5 + years of related experience US Citizenship Required: Yes The Senior Business Analyst will support the ...

Acadia Technologies, Inc.

Senior Business Analyst

Erie, PA · On-site

$89K - $116K/yr

We are looking for a Senior Business Analyst with strong Guidewire ClaimCenter and P&C Insurance ... Strong knowledge of ITSM processes. Experience gathering requirements and translating business ...

New

Targan Inc

ITSM Support Engineer

Raleigh, NC · On-site

Position Summary Acting under the supervision of the Senior Director, Global Corporate ... Ability to maintain, analyze, troubleshoot, image, provision, and support desktops, laptops, mobile ...

CGI Inc.

Senior Operations Analyst (SRE)

Fairfax, VA · On-site

... IT Service Management (ITSM). The Senior Operations Analyst is a senior Site Reliability ... Engineering (SRE) practitioner responsible for driving reliability engineering, problem management ...

1 point system

Lead ITSM BPC

New York, NY · Remote

... Senior TCs on solution design; provide the business-value framing tying use cases to the hours ... CIS-ITSM required; ITIL v4 preferred; Now Assist / Agentic AI enablement preferred. Experience ...

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Showing results 21-40

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Senior Itsm Analyst information

See salary details

$53.5K

$109.8K

$142.5K

How much do senior itsm analyst jobs pay per year?

As of Aug 9, 2026, the average yearly pay for senior itsm analyst in the United States is $109,846.00, according to ZipRecruiter salary data. Most workers in this role earn between $90,500.00 and $137,000.00 per year, depending on experience, location, and employer.

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

To thrive as a Senior ITSM Analyst, you need in-depth knowledge of ITIL frameworks, process analysis, and service management best practices, usually supported by a bachelor’s degree in IT or a related field and ITIL certification. Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management, along with reporting and analytics tools, is typically required. Strong problem-solving, communication, and stakeholder management skills help you drive process improvements and ensure alignment with business objectives. These skills and qualities are crucial for optimizing IT service delivery, fostering operational efficiency, and ensuring positive user experiences.

How does a Senior ITSM Analyst typically collaborate with cross-functional teams to drive service improvements?

A Senior ITSM Analyst regularly works with teams from IT operations, development, and business units to identify and implement service improvements. This often involves facilitating meetings to review incident and problem trends, coordinating process enhancements, and ensuring changes align with organizational goals. The analyst acts as a bridge between technical staff and stakeholders, translating business needs into actionable ITSM strategies. Effective communication and a proactive approach to stakeholder engagement are key to success in this collaborative environment.

What is the difference between Senior Itsm Analyst vs Itsm Analyst?

AspectSenior Itsm AnalystItsm Analyst
Required CertificationsITIL, ServiceNow certifications, relevant technical certificationsITIL, ServiceNow certifications often preferred
Work EnvironmentSupports complex ITSM processes, mentors junior staffHandles daily ITSM operations, incident management
Employer & Industry UsageUsed in large enterprises, IT service providersCommon in organizations with ITSM frameworks

The main difference between a Senior Itsm Analyst and an Itsm Analyst lies in experience level and responsibilities. Senior Itsm Analysts typically handle more complex issues, mentor team members, and have advanced certifications. Both roles are essential in organizations implementing ITSM frameworks like ITIL, often working in similar environments but at different levels of expertise.

What is a Senior ITSM Analyst?

A Senior ITSM (IT Service Management) Analyst is a professional responsible for overseeing and optimizing IT service management processes within an organization. They analyze, design, implement, and improve ITSM practices to ensure efficient delivery of IT services according to industry standards like ITIL. Their role often includes managing incident, problem, and change management processes, ensuring compliance, and working with stakeholders to enhance service quality. Senior ITSM Analysts also mentor junior staff and help drive continuous improvement initiatives within the IT department.
More about Senior Itsm Analyst jobs
What cities are hiring for Senior Itsm Analyst jobs? Cities with the most Senior Itsm Analyst job openings:
What are the most commonly searched types of Itsm Analyst jobs? The most popular types of Itsm Analyst jobs are:
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Senior Itsm Analyst jobs near you
Infographic showing various Senior Itsm Analyst job openings in the United States as of August 2026, with employment types broken down into 85% Full Time, 7% Part Time, 1% Temporary, and 7% Contract. Highlights an 80% Physical, 8% Hybrid, and 12% Remote job distribution, with an average salary of $109,846 per year, or $52.8 per hour.

Senior Business Analyst

SMART TECH SKILLS LLC

Tallahassee, FL • On-site

$89K - $115K/yr

Full-time

Posted 26 days ago

Job description

Benefits:
  • Competitive salary

Position Title
Senior Business Analyst - ServiceNow

Location
Onsite: Tallahassee, FL
Experience Level
Senior Level (5+ Years Business Analysis, 3+ Years ServiceNow)
Position Overview
The Senior Business Analyst will serve as a key liaison between business stakeholders and technical teams, supporting ServiceNow implementations and platform enhancement initiatives. This role is responsible for eliciting, analyzing, documenting, and validating business requirements while driving process improvements and ensuring successful solution delivery. The ideal candidate possesses strong business analysis expertise, ServiceNow platform knowledge, and experience facilitating collaboration across diverse stakeholder groups.
Key Responsibilities
Business Analysis & Requirements Management
  • Lead requirements elicitation, analysis, and documentation activities.
  • Gather, validate, and manage business, functional, and non-functional requirements.
  • Facilitate stakeholder interviews, workshops, and requirements sessions.
  • Develop detailed requirements documentation and maintain traceability throughout the project lifecycle.
  • Coordinate requirements reviews, approvals, and change management activities.
Process Analysis & Improvement
  • Analyze current business processes and identify opportunities for improvement.
  • Document business workflows, process maps, and future-state solutions.
  • Support business process optimization within approved project scope.
  • Recommend process improvements aligned with organizational objectives and ServiceNow capabilities.
ServiceNow Solution Support
  • Support ServiceNow implementations, enhancements, and platform optimization initiatives.
  • Collaborate with ServiceNow developers, administrators, architects, and business stakeholders.
  • Assist in defining ServiceNow solution requirements and functional specifications.
  • Support implementations involving ITSM, Case Management, CMDB, ITOM, Employee Center, and related ServiceNow modules.
Documentation & Solution Design
  • Develop: 
    • Business Requirements Documents (BRDs)
    • Functional Requirements
    • Non-Functional Requirements
    • User Stories
    • Use Cases
    • Process Flows
    • Workflow Diagrams
    • Requirements Traceability Matrices
  • Maintain comprehensive project and requirements documentation.
Testing & Quality Assurance
  • Support system testing, user acceptance testing (UAT), and solution validation activities.
  • Develop test scenarios and assist with test execution.
  • Coordinate defect tracking, issue resolution, and business validation.
  • Ensure delivered solutions meet documented requirements.
Stakeholder Engagement & Change Management
  • Facilitate meetings, workshops, demonstrations, and stakeholder reviews.
  • Support organizational change management and user adoption efforts.
  • Assist with communications, training, and knowledge transfer activities.
  • Serve as a liaison between business users and technical teams.
Required Qualifications
  • Bachelor’s degree in Information Technology, Business Administration, Computer Science, or related field, or equivalent experience.
  • 5+ years of business analysis experience supporting enterprise technology initiatives.
  • 3+ years supporting ServiceNow implementations or platform enhancements.
  • Experience gathering, documenting, validating, and managing requirements.
  • Experience facilitating stakeholder workshops and requirements sessions.
  • Experience documenting business processes, workflows, and functional specifications.
  • Experience supporting system validation and User Acceptance Testing (UAT).
  • Strong analytical, problem-solving, and communication skills.
Preferred Qualifications
  • Experience implementing multiple ServiceNow products or modules.
  • Experience supporting: 
    • ITSM
    • Case Management
    • CMDB
    • ITOM
    • Employee Center
  • Experience with business process improvement methodologies.
  • Experience supporting organizational change management initiatives.
  • Experience working in government or public-sector environments.
  • CBAP, PMI-PBA, or equivalent Business Analysis certification.
  • ServiceNow Certification(s).
  • ITIL Foundation Certification.
Core Skills
  • Business Analysis
  • Requirements Gathering & Management
  • ServiceNow
  • ITSM
  • Case Management
  • CMDB
  • ITOM
  • Employee Center
  • Process Mapping
  • Business Process Improvement
  • User Stories
  • Functional Specifications
  • Use Cases
  • Requirements Traceability
  • Stakeholder Management
  • Workshop Facilitation
  • UAT Coordination
  • Defect Management
  • Change Management
  • Training & Knowledge Transfer
  • Agile & Waterfall Methodologies
Key Deliverables
  • Business, Functional, and Non-Functional Requirements Documentation
  • User Stories and Use Cases
  • Process Maps and Workflow Diagrams
  • Requirements Traceability Matrix
  • Workshop Materials and Meeting Documentation
  • Business Validation and Approval Documentation
  • UAT Support and Defect Tracking Artifacts
  • Training and Knowledge Transfer Documentation