[Hiring] ServiceNow AI Business Analyst @TEKsystems

Role Description

This fully remote Senior ServiceNow AI Business Analyst role supports a large-scale ServiceNow AI Service Management transformation. You will partner closely with business stakeholders, product owners, architects, developers, process owners, and AI teams to identify, define, and translate complex business needs into well-structured, AI-enabled ServiceNow use cases and requirements. The role combines deep ServiceNow ITSM expertise with advanced business analysis skills and hands-on experience with ServiceNow AI capabilities, particularly Now Assist, to design solutions that can be configured, tested, governed, and measured effectively.

Responsibilities

• Lead and facilitate complex discovery sessions and requirements workshops with business and technology stakeholders to identify opportunities to apply AI within the ServiceNow platform.
• Translate high-level business requests and problems into clearly structured AI use cases, functional requirements, user stories, acceptance criteria, and detailed process and workflow diagrams.
• Develop and maintain a well-organized backlog of AI-enabled ServiceNow work items, ensuring each item includes clear business value, requirements, and acceptance criteria.
• Ask targeted AI-specific discovery questions to clarify business objectives, such as what problem is being solved, who will consume AI-generated outputs, and what information or knowledge the AI should use.
• Define the decisions AI can assist with versus those it should make or execute autonomously, and identify where human review or approval is required within AI-enabled workflows.
• Establish clear definitions of acceptable AI responses and design appropriate handling paths for scenarios where the AI is uncertain, incorrect, or unable to provide an answer.
• Identify and document data, privacy, security, and access restrictions that apply to AI use cases, ensuring alignment with enterprise policies and compliance requirements.
• Collaborate with Product Owners, ServiceNow Architects, Developers, ITSM process owners, data teams, and business stakeholders to refine and validate AI-enabled requirements and designs.
• Evaluate incoming requests for feasibility, business value, user impact, dependencies, risks, and organizational readiness, and provide recommendations on prioritization and approach.
• Challenge and refine stakeholder requests to distinguish where AI adds real value versus where traditional workflow automation or other solutions are more appropriate.
• Support the design of AI-enabled ServiceNow solutions so they can be effectively configured, tested, governed, and measured for performance and business impact.
• Define metrics and measurement approaches to assess whether AI capabilities are delivering the expected value and contributing to improved service management outcomes.
• Contribute to continuous improvement of ServiceNow ITSM and AI practices by sharing insights from discovery sessions, requirements analysis, and solution performance.
• Ensure that ServiceNow AI initiatives align with established Incident, Problem, Change, Request, Knowledge Management, and Service Catalog processes.

Qualifications

• 5+ years of experience as a Business Analyst, Senior Business Analyst, Product Analyst, or in a similar role supporting enterprise technology initiatives.
• Strong hands-on experience working within the ServiceNow ecosystem.
• Deep understanding of ServiceNow IT Service Management (ITSM), including Incident, Problem, Change, Request, Knowledge Management, and Service Catalog processes.
• Proven experience supporting ServiceNow AI initiatives such as Now Assist, Virtual Agent, AI Search, Predictive Intelligence, Generative AI, or comparable AI-enabled ServiceNow capabilities.
• Demonstrated ability to facilitate complex stakeholder discovery and requirements workshops across business and technology teams.
• Strong experience converting business needs into user stories, functional requirements, acceptance criteria, process and workflow diagrams, use cases, and backlog items.
• Solid understanding of Generative AI and enterprise AI concepts, particularly the considerations that differ from traditional workflow automation.
• Ability to work effectively and collaboratively with Product Owners, ServiceNow Architects, Developers, ITSM process owners, data teams, and business stakeholders.
• Experience with business analysis in the context of service management and AI projects, including requirements gathering and business requirements definition.
• Ability to critically evaluate AI-related requests for feasibility, business value, user impact, dependencies, risks, and organizational readiness.

Requirements

• Hands-on experience with ServiceNow AI capabilities, with particular emphasis on Now Assist.
• Exposure to AI-driven tools and concepts such as Virtual Agent, Control Tower, Copilot, ChatGPT, and similar AI technologies.
• Strong analytical and problem-solving skills with the ability to challenge assumptions and refine stakeholder ideas into implementable solutions.
• Experience working in Agile environments, including managing and prioritizing backlogs and writing high-quality user stories.
• Ability to ask targeted, AI-specific discovery questions to clarify business problems, data requirements, user interactions, and governance needs.
• Comfort operating in a remote, cross-functional, enterprise technology environment.
• Excellent communication skills, with the ability to translate complex technical and AI concepts into clear, business-focused language.

Benefits

• 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 Hartford, CT.

Application Deadline

This position is anticipated to close on Nov 13, 2026.

Workplace Type

This is a fully remote position.