Business Analyst - ServiceNow

Covestic - Kirkland, WA3.5

Covestic’s innovative process and service-focused solution model offers a perfect complement to progressive on-demand IT Service Management solutions like ServiceNow. To enhance our ServiceNow delivery capability Covestic is looking for high caliber, multidimensional ITSM and ServiceNow Business Analysis experts with proven skills in assisting organizations in adopting ITSM best practices. Successful candidates will have a blend of expertise in ITSM process design and ServiceNow requirements definition/design.

You will be working with our clients to assess current state processes and tools, defining ServiceNow solution requirements, leading workshops, developing process and ServiceNow requirements, and developing project deliverables and technical documentation. You will also act as a strong client liaison that helps identify and drive client decisions.

Successful candidates may choose between working from our offices in Kirkland, WA, customer sites in the Seattle area, or remotely from home. Regardless, some customer on-site visits will be required (e.g., when kicking off a new project).


Contribute to the development of an IT Service Management solution (ServiceNow) new customer "onboarding" process
Develop welcome and introductory/educational materials for candidate groups to be on-boarded
Develop materials to assess benefits realization, organizational impact and feasibility of onboarding in scope groups
Present feasibility findings and solution “fit” recommendations to leadership and garner leadership approval
Plan, schedule and facilitate workshops to surface tool and data configuration and development requirements in the form of User Stories and capture any process variations
Work with affected group to gather implementation requirements (data and configuration) in order to onboard onto the ServiceNow solution
Working with the affected group and project team, develop implementation plan to manage migration onto the ServiceNow platform
Document and knowledge transfer the process to the client to support any future group migrations onto the platform

Required Qualifications

ITIL Foundation (v3) certification and significant service management design and implementation experience
3+ years of consulting experience
2+ years specific experience in IT operations infrastructure development and improvement as it relates to IT Service Management (including process, organization, and enabling technologies)
3+ year of hands-on experience with ServiceNow
An advanced understanding of SDLC approaches and methodologies (e.g., Agile Scrum, Waterfall, etc.)
Applied experience in the design and deployment of these ITIL areas: Service Desk, Incident Management, and Problem Management
Experience implementing ITSM or IT Operations related software solutions
Experience with process modeling techniques
Ability to comprehend client business objectives and use them to guide consulting work
Practical knowledge and experience of a broad range of service management, operations, and infrastructure related tools and technologies

Preferred Qualifications

Agile Scrum experience
Advanced ITIL and ISO/IEC 20000 certifications - however, candidates with ITIL Foundation (v3) certification and significant service management design and implementation experience will be considered
Experience designing, documenting and implementing processes as related to a ServiceNow implementation
Familiarity with SDLC methodologies
CIS ITSM Certification

For immediate consideration, please apply through the link provided or forward your resume directly to

Covestic is a premier provider of IT services for midsize and enterprise organizations. As a leader in helping clients to identify, implement and manage the IT solutions which make their businesses stronger, we offer a comprehensive portfolio of services encompassing various facets of IT Service Management, IT Operations, Cloud Computing, and Project Delivery. If you are a practiced professional with a passion for technology and teamwork, then join our team.