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Business Analyst
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Robert Half
Cambridge, MA (In Person)
Full-Time
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Job Description
Description We are looking for an experienced Business Analyst to support a portfolio of ServiceNow initiatives for an education-focused organization in Cambridge, Massachusetts. This is a Long-term Contract position expected to run for at least 6 months, with a strong likelihood of extending to 12 months and potential for longer-term opportunity. The role centers on translating business needs into scalable ServiceNow solutions, strengthening reporting capabilities, and helping teams deliver enhancements that improve workflows across multiple departments. You will partner with technical and business stakeholders to drive requirements, testing, dashboard development, and release support in a fast-moving environment.
Responsibilities:
- Lead discovery sessions with stakeholders to define business needs and convert them into clear functional requirements for ServiceNow initiatives.
- Support delivery of multiple concurrent projects involving areas such as incident management, change management, hardware processes, and software asset management.
- Develop reporting strategies and build dashboards that provide meaningful operational insights for business and IT teams.
- Collaborate with ServiceNow developers and platform team members to plan enhancements, validate solutions, and align configurations with user needs.
- Coordinate and support user acceptance testing by preparing test scenarios, documenting outcomes, and helping resolve issues before release.
- Monitor platform updates and assist with recurring release activities, ensuring new functionality is tested and introduced smoothly.
- Help optimize ServiceNow usage across departments including finance, research, and human resources through workflow improvements and process automation.
- Contribute to initiatives such as portal enhancements, reporting improvements, and deployment of new incident management capabilities.
- Participate in stakeholder meetings and ongoing communication to track progress, manage expectations, and maintain project momentum. Requirements
- 5+ years of business analysis experience, including substantial hands-on work within ServiceNow project environments.
- Proven background supporting ServiceNow implementations, upgrades, integrations, optimizations, or enterprise rollouts rather than only end-user platform exposure.
- Strong experience gathering requirements, documenting business processes, and working with cross-functional stakeholders to define solutions.
- Demonstrated ability to create dashboards, metrics, and reports within ServiceNow or related reporting tools to support operational decision-making.
- Experience with ITSM-focused ServiceNow work such as incident, change, problem, or release management.
- Familiarity with user acceptance testing, release validation, and deployment support in an active project setting.
- Excellent communication and stakeholder management skills, with the ability to run meetings and translate complex needs into actionable plans.
- ServiceNow certifications, badges, or formal platform training are highly valued.