Senior ServiceNow Business Analyst

What success looks like in this role:

We are seeking a Senior ServiceNow Business Analyst to join our team and drive successful delivery of ServiceNow solutions for our enterprise clients. The ideal candidate will play a dual role—serving as a strategic liaison between business users and IT while leading documentation and analysis efforts to design efficient, scalable, and user-friendly systems. This individual will also contribute to technical writing efforts, project coordination, solution design, and cross-functional collaboration.

This is a client-billable role subject to Unisys billing rates, productivity, utilization, and total chargeability metrics.

Business Analysis & Solution Design

• Lead joint application design (JAD) sessions with stakeholders to gather and validate business requirements.

• Translate complex business needs into functional and technical requirements for ServiceNow implementations and enhancements.

• Organize requirements into functional categories, perform gap analyses, and develop practical, scalable solutions.

• Analyze business processes to identify inefficiencies and recommend improvements using ServiceNow modules.

• Work closely with QA to develop test scenarios and ensure test coverage aligns with business objectives.

• Create and maintain process documentation, system documentation, user stories, acceptance criteria, and implementation plans.

• Manage the full lifecycle of requirements from elicitation through approval, ensuring traceability and validation.

Client & Stakeholder Engagement

• Represent both client and consulting teams in cross-functional initiatives.

• Work directly with clients to clarify system capabilities, address procedural issues, and deliver functional optimizations.

• Provide expert insight on ServiceNow modules and advise clients on potential enhancements and roadmap alignment.

• Present deliverables to stakeholders, ensuring alignment with strategic objectives.

Documentation & Technical Writing

• Organize, write, edit, and publish detailed and user-centric documentation for ServiceNow features and functionality.

• Partner with engineering, product management, and technical teams to develop deep knowledge of solutions and produce accurate documentation.

• Coordinate and lead documentation initiatives, defining scope, timelines, and assigning tasks to team members.

• Establish consistency in terminology and formatting across systems and documentation sets.

• Proactively identify documentation gaps that impact user experience and suggest improvements.

Project & Technical Oversight

• Lead large and complex sized ServiceNow projects and customers and collaborate across multidisciplinary teams.

• Participate in business development efforts including proposal development, presentations, and solutioning.

• Evaluate new software products for applicability to business needs and provide recommendations.

• Serve as a mentor or escalation point for less experienced analysts and cross-functional partners.

• Participate in system maintenance and continuous improvement, focusing on usability and system value.

#LI-SN1

You will be successful in this role if you have:

• 5+ years of experience as a Business Analyst, with at least 3 years focused on ServiceNow implementations and support.

• Strong knowledge of multiple ServiceNow modules (e.g., ITSM, HRSD, ITOM, CSM, GRC, or others).

• Experience with Agile methodologies and tools (e.g., Jira, ServiceNow Agile).

• Proven experience in documenting business processes, workflows, and systems.

• Excellent analytical and problem-solving skills with an ability to think strategically and deliver creative solutions.

• Exceptional communication and presentation skills.

• Experience working in client-facing roles and understanding of consulting delivery models.

• Strong organizational and leadership skills with the ability to work independently.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here .