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Servicenow

About the job

Fusion HCR is Hiring!

Role: ServiceNow Analyst Location: Birmingham, Alabama Work Arrangement: Hybrid Employment Type: Full-time Industry: Automation Machinery Manufacturing

The ServiceNow Analyst will help connect business stakeholders and IT teams to improve ServiceNow workflows and the platform’s user experience. Working with business stakeholders, end users, product owners, and technical teams, this role gathers and documents requirements, translates business needs into user stories, and partners with ServiceNow engineers to deliver approved improvements. The analyst also coordinates User Acceptance Testing and validates completed changes against documented requirements.

Position Overview

Fusion HCR is seeking a ServiceNow Analyst to help align platform functionality and workflows with operational needs. This role works across business and technical teams to understand current processes, identify opportunities for improvement, and document requirements for ServiceNow enhancements. The analyst translates those needs into user stories and acceptance criteria mapped to relevant ServiceNow modules, then partners with ServiceNow engineers and other technical colleagues to support implementation.

The position also coordinates User Acceptance Testing, records results, and confirms that delivered changes meet business expectations. By validating enhancements against requirements, identifying gaps, and tracking process-improvement metrics, the analyst helps teams assess the effectiveness of changes and improve service delivery and the user experience.

Key Responsibilities

Collaborate with business stakeholders to assess existing workflows, understand operational needs, and identify process inefficiencies.

Gather, analyze, and document business requirements for ServiceNow enhancements and workflow development.

Translate requirements into user stories and acceptance criteria aligned with relevant ServiceNow modules.

Partner with ServiceNow engineers and technical teams to implement approved workflow and process improvements.

Coordinate User Acceptance Testing, document test results, and work with stakeholders to verify that solutions meet expectations.

Validate delivered enhancements against documented requirements, identify gaps, and coordinate necessary corrections.

Track process and improvement metrics to assess the effectiveness of implemented changes.

Communicate requirements, technical information, proposed improvements, and project updates clearly to technical and nontechnical audiences.

Required Qualifications

Bachelor’s degree in a related field.

At least five years of experience in technology, business analysis, systems analysis, or a related technical role.

ServiceNow Certified Application Developer certification.

ITIL Foundation certification and/or ITSM Specialist certification.

Demonstrated ability to gather and document requirements and translate business objectives into technical requirements and user stories.

Experience working with cross-functional teams to improve ServiceNow processes and functionality.

Knowledge of User Acceptance Testing, test coordination, and requirements validation.

Strong written and verbal communication skills, including the ability to explain technical information to business stakeholders.

Effective planning, organization, and problem-solving skills, including the ability to manage workflow and process-improvement activities.

Why Join Us

Work on ServiceNow workflow and process improvements that respond to operational needs and support better service delivery.

Collaborate with business stakeholders, end users, product owners, ServiceNow engineers, and other technical teams.

Contribute across the improvement lifecycle, from requirements gathering and user stories through testing and validation.

Help assess the impact of implemented changes by tracking process-improvement metrics.

Build experience working at the intersection of business processes, enterprise technology, and platform functionality.