ServiceNow AI Business Analyst

About the role

Description

MUST HAVES:

ServiceNow Business Analyst

ITSM

Service Management

AI Projects - Now Assist, Virtual Agent, Control Tower, Copilot, Chatgpt, Claud, etc.

POSITION OVERVIEW:

Position Overview

We are seeking a Senior ServiceNow AI Business Analyst to support a large-scale ServiceNow AI Service Management transformation. This individual will work closely with business stakeholders, ServiceNow product owners, architects, developers, process owners, and AI teams to identify, define, and translate business needs into well-structured AI-enabled ServiceNow use cases and requirements.

The ideal candidate brings a strong foundation in ServiceNow ITSM and Business Analysis, combined with hands-on knowledge of ServiceNow AI capabilities, particularly Now Assist.

This is not a traditional requirements-gathering BA role. The successful candidate must be comfortable challenging and refining stakeholder requests, understanding where AI adds value and where it does not, and asking the deeper questions necessary to turn an AI idea into a solution that can be designed, configured, tested, governed, and measured.

RESPONSIBILITIES:

AI Use-Case Discovery & Requirements

Lead discovery sessions and requirements workshops with business and technology stakeholders to identify opportunities for AI within ServiceNow.

Translate high-level requests and business problems into clearly structured AI use cases, functional requirements, user stories, acceptance criteria, and process flows.

Ask targeted AI-specific discovery questions, including:

What business problem are we trying to solve?

Who will consume or act upon the AI-generated output?

What information or knowledge should the AI use?

What decisions can the AI assist with versus make or execute?

Where is human review or approval required?

What constitutes an acceptable AI response?

What should happen when the AI is uncertain, incorrect, or unable to answer?

What data, privacy, security, or access restrictions apply?

How will we measure whether the AI capability is actually delivering value?

Evaluate requests for feasibility, business value, user impact, dependencies, risks, and readiness.

Skills

Business analysis, AI, Servicenow, Agile, Requirements gathering, Business requirements, ITSM, Requirement gathering, User stories

Top Skills Details

Business analysis,AI,Servicenow,Agile,Requirements gathering,Business requirements,ITSM,Requirement gathering

Additional Skills & Qualifications

5+ years of experience as a Business Analyst, Senior Business Analyst, Product Analyst, or similar role supporting enterprise technology initiatives.

Strong hands-on experience working within the ServiceNow ecosystem.

Strong understanding of ServiceNow ITSM, including Incident, Problem, Change, Request, Knowledge Management and Service Catalog processes.

Experience supporting ServiceNow AI, Now Assist, Virtual Agent, AI Search, Predictive Intelligence, Generative AI, or comparable AI-enabled ServiceNow initiatives.

Demonstrated ability to facilitate complex stakeholder discovery and requirements workshops.

Strong experience converting business needs into:

User stories

Functional requirements

Acceptance criteria

Process/workflow diagrams

Use cases

Backlog items

Understanding of Generative AI and enterprise AI concepts, particularly the considerations that differ from traditional workflow automation.

Ability to work effectively with Product Owners, ServiceNow Architects, Developers, ITSM process owners, data teams and business stakeholders.

Experience Level

Expert Leve

Job Type & Location

This is a Contract position based out of Washington D.C., DC.

Pay and Benefits

The pay range for this position is $65.00 - $75.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract position based out of Washington D.C., DC.

Application Deadline

This position is anticipated to close on Oct 30, 2026.

Workplace Type

This is a fully remote position.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.

Posting text as published by TEKsystems.

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Washington, DC

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