Senior ServiceNow Solution Business Analyst
Location: Remote (U.S.-Based)
Employment Type: Full-Time (12-month contract with possibility of extension)
Citizenship: U.S. Citizenship Required
Salary: $105,000-$125,000
CRI Advantage is seeking a Senior ServiceNow Solution Business Analyst to support implementation and enhancement efforts across the ServiceNow platform. As a three-time ServiceNow Partner, CRI continues to expand its ServiceNow practice and deliver high-quality solutions across multiple modules and client environments.
This role is responsible for guiding teams in identifying business needs, defining requirements, and ensuring solutions align with business objectives.
Responsibilities
Lead by example and promote a culture of continuous improvement
Provide training and support to enhance client team capabilities
Identify opportunities for process improvements and drive implementation
Stay current with industry trends and business analysis best practices
Implement and maintain standards, tools, and best practices for business analysis
Capture customer and service provider requirements in the form of user stories and support solution development with technical teams
Understand customer pain points and recommend appropriate solutions
Participate in design, testing, and transition of ServiceNow solutions
Perform data analysis to support configuration and customization decisions
Analyze and document business processes, workflows, and system interactions
Translate requirements into design models and support the overall build process
Design and execute training and user acceptance testing (UAT)
Coordinate with developers and client teams to ensure thorough testing
Track, report, and ensure timely resolution of defects
Support development teams in troubleshooting and improving ServiceNow solutions
Analyze system performance issues and recommend enhancements
Work with clients to identify automation opportunities and define functional requirements
Evaluate platform performance and recommend improvements
Required Qualifications
3-7 years of hands-on ServiceNow experience including business analysis, solutioning, design, configuration, testing, and troubleshooting
4+ years of experience in business analysis
2+ years in a senior or lead role
Hands-on experience across multiple ServiceNow modules, including ITSM and at least one of the following: FSM, HRSD, ITOM, or WSD
Experience leading or supporting full lifecycle ServiceNow implementations from requirements through deployment
Strong experience writing Agile user stories and working within Scrum teams
Strong analytical skills with the ability to break down complex requirements
Experience leading requirements workshops and facilitating stakeholder discussions
Excellent communication skills with the ability to work across technical teams and business stakeholders, including senior leadership
Strong organizational and time management skills with the ability to manage multiple priorities independently
Required Education
Bachelor's degree in Business Administration or a related field, or 4+ years of relevant work experience in lieu of a degree
Certifications Required
ServiceNow Certified System Administrator (CSA)
Certified Scrum Master (CSM) or equivalent Scrum certification
Certifications Desired
Certified Implementation Specialist (CIS) in ServiceNow
ITIL Foundation or similar frameworks such as COBIT, VeriSM, IT4IT, or Lean IT
Benefits
Medical (PPO/HDHP), Dental, Vision
STD, LTD, Life & AD&D
FSA and HSA
PTO, Holidays, Sick Leave
401(k) with Employer Match
EAP and Discount Programs
About CRI Advantage
CRI Advantage has delivered innovative IT and business solutions for more than 30 years, serving public and private sector clients with a strong commitment to technical excellence and customer success. We are also proud to be a three-time ServiceNow Partner, reflecting our continued growth and expertise within the ServiceNow ecosystem.
CRI Advantage
$105,000.00 - $125,000.00 / yr
sick time, 401(k)
Mar 25, 2026