ServiceNow ITSM AI Business Analyst

ServiceNow AI Business Analyst - 100% Remote, Fortune 100 Customer

Candidates must be eligible to work W2 without sponsorship.

Job 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.

Essential Skills

• 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.

Additional Skills and Qualifications

• 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.

Job Type & Location

This is a Contract position based out of Hartford, CT.

Pay and Benefits

The pay range for this position is $65.00 - $75.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: 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.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.