ServiceNow Business Analyst - Associate Principal Service Management

Role Mission

Responsible for leading and coordinating the complete onboarding of an operating company into the Get Service operating model, acting as the primary point of contact between business stakeholders, subject matter experts, and technical teams.

This role owns the end-to-end onboarding process and is accountable for ensuring successful delivery from discovery through implementation, go-live, and hypercare.

Key Responsibilities

Onboarding Leadership

• Lead the end-to-end onboarding of new operating companies into the Get Service model.
• Serve as the primary coordination point between stakeholders, SMEs, project teams, and technical delivery teams.
• Drive onboarding activities from planning through operational stabilization.

Discovery and Requirements Gathering

• Conduct discovery workshops.
• Facilitate requirements gathering sessions.
• Document business and operational requirements.
• Identify dependencies, risks, and onboarding constraints.

Service Model Design

• Guide the mapping of:

• Services
• Processes
• Service catalog entries
• Resolver groups
• Operating models
• Support structures

• Ensure service structures align with organizational standards and operating requirements.

Transition Management

• Define and manage onboarding transition plans.
• Coordinate onboarding activities across multiple stakeholder groups.
• Track onboarding milestones and deliverables.
• Manage risks, issues, and escalations throughout onboarding activities.

User Acceptance Testing and Deployment

• Coordinate User Acceptance Testing activities.
• Support defect management and resolution processes.
• Prepare organizations for production deployment.
• Coordinate go-live readiness activities.

Training and Adoption

• Coordinate training sessions.
• Facilitate onboarding workshops.
• Support adoption of processes and operating procedures.
• Ensure readiness of support teams and stakeholders.

Hypercare and Stabilization

• Monitor onboarding success following deployment.
• Coordinate hypercare activities.
• Track stabilization metrics.
• Ensure successful transition into steady-state operations.

Governance and Reporting

• Provide executive-level status reporting.
• Maintain onboarding governance.
• Manage risks, dependencies, assumptions, and escalations.
• Present progress updates to leadership stakeholders.

#LI-RB1

You will be successful in this role if you have:

Any degree and 6-8 years’ relevant experience OR equivalent combination of education and experience

Required Knowledge and Experience

Service Management

• Expert understanding of IT Service Management.
• Strong ITIL knowledge and practical experience.
• Experience with service onboarding and operational transitions.

ServiceNow Functional Knowledge

Strong knowledge of:

• Service Catalog structure
• Assignment Groups
• Resolver Group design
• Business Service models
• Service Offerings
• User Groups
• Roles and Access Controls
• SLA frameworks
• Reporting and Dashboards
• CMDB fundamentals

Stakeholder Management

• Experience working with senior business stakeholders.
• Ability to coordinate multiple workstreams.
• Strong communication and facilitation skills.
• Experience managing cross-functional teams.

Important Clarification

This is primarily a functional and service-management leadership role, not a platform development role.

The resource is expected to:

• Define
• Coordinate
• Model
• Govern
• Manage implementation

The resource is not expected to perform ServiceNow development, coding, scripting, or technical configuration activities.

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