Sr. Info/Systems BA

This position serves as a Business Analyst supporting the ServiceNow platform and the Division of Information Technology (DoIT) Service Management team. The role partners with process owners, technical teams, and business stakeholders to analyze requirements, document processes, and translate business needs into scalable ServiceNow solutions aligned with ITIL best practices., * Leads comprehensive requirements gathering efforts for ServiceNow enhancements, implementations, and process improvements.

• Facilitates discovery sessions, workshops, and stakeholder interviews to understand business needs, pain points, and operational objectives.
• Documents current-state and future-state processes, creates detailed business and functional requirements, user stories, workflow diagrams, and acceptance criteria.
• Reviews enhancement requests and demand intake items to assess feasibility, impact, dependencies, and risks.
• Ensures requirements are traceable, prioritized, and aligned with strategic IT and Service Management goals.
• Serves as a liaison between business stakeholders, technical teams, and Service Management leadership to ensure alignment of expectations and priorities., Job Duty Business Analysis & Requirements Management Serves as a lead subject matter expert for enterprise-wide ServiceNow use, modification, and maintenance. Leads comprehensive requirements gathering efforts for ServiceNow enhancements, implementations, and process improvements. Facilitates discovery sessions, workshops, and stakeholder interviews to understand business needs, pain points, and operational objectives. Documents current-state and future-state processes, creates detailed business and functional requirements, user stories, workflow diagrams, and acceptance criteria. Ensures requirements are traceable, prioritized, and aligned with strategic IT and Service Management goals. Supports testing efforts, including user acceptance testing (UAT), validation of system functionality, and confirmation that delivered solutions meet defined requirements. Essential Function Yes Percentage of Time 25 Job Duty ServiceNow Platform Configuration & Solution Support Partners with ServiceNow platform administrators and developers to design, configure, test, and deploy solutions across ServiceNow modules (e.g., Incident, Change, Problem, Request, FSM, HAM, CMDB). Provides functional expertise to ensure workflows, forms, notifications, SLAs, integrations, and automation are configured to meet business requirements and ITIL best practices. Reviews enhancement requests and demand intake items to assess feasibility, impact, dependencies, and risks. Participates in release planning and change implementation activities to ensure system updates are well-coordinated and compliant with governance standards. Essential Function Yes Percentage of Time 20 Job Duty Process Improvement & Service Lifecycle Alignment Analyzes service delivery processes across the ITIL lifecycle (strategy, design, transition, operation, and continual improvement) to identify inefficiencies, control gaps, or opportunities for automation and standardization. Recommends and supports implementation of process improvements that enhance service quality, reduce manual effort, and improve the end-user experience. Ensures alignment between ServiceNow capabilities and established Service Management policies, SLAs, OLAs, and performance targets. Collaborates with process owners to evaluate cross-process impacts and promote consistent, integrated service delivery. Essential Function Yes Percentage of Time 20 Job Duty Stakeholder Engagement, Communication & Documentation Serves as a strategic liaison between business stakeholders, technical teams, and Service Management leadership to ensure alignment of priorities, initiatives, and enterprise objectives. Operates with a high degree of independence and authority in managing relationships, facilitating decision-making, and resolving issues across organizational boundaries, including engagement with executive leadership.

Communicates project status, risks, and organizational impacts in a clear, timely, and effective manner to support informed decision-making and transparency across the enterprise.

Develops, maintains, and governs comprehensive documentation, including business requirements, process documentation, service design artifacts, knowledge articles, and training materials, ensuring accuracy, consistency, and alignment with organizational standards.

Supports and advances change management and user adoption efforts by contributing to communication strategies, coordinating training activities, and providing end-user support during system and process implementations. Essential Function Yes Percentage of Time 20 Job Duty Data Analysis, Reporting & Performance Monitoring Develops and maintains dashboards, reports, and data visualizations within ServiceNow to monitor service performance, compliance, trends, and operational health. Analyzes ticket data, service metrics, asset data, and workflow performance to identify patterns, root causes, bottlenecks, and improvement opportunities. Provides actionable insights and recommendations to Service Management leadership to support data-driven decision-making. Supports audit requests, compliance reporting, and governance reviews by ensuring data integrity and reporting accuracy.

Other duties as assigned. Essential Function No

Do you have experience in Workshop facilitation?, Do you have a Bachelor's degree?, * Are you a high performer that enjoys meeting new people and providing solutions to IT needs?

• Do you have excellent customer service and know how to make people feel validated?
• Are you a patient person that enjoys challenges?
• Are you results-oriented and eager to work with a variety of technologies?
• Do you pride yourself on learning how things work and understanding end to end service delivery?
• Do you like the flexibility of interacting with everyone from IT customers to IT technical subject matter experts?
• Do you enjoy investigating, identifying, and solving complex problems using technology to document work, share information, and collaborating with your teammates?
• Are you a high-energy self-starter that loves technology and will be comfortable recommending system updates?
• Do you love sharing your knowledge and helping others understand processes and procedures?, * A self-starter that enjoys a highly interactive team
• Someone that is flexible and enjoys interacting with everyone from IT customers to IT technical subject matter experts
• Someone who enjoys investigating, identifying, and solving complex problems using technology to document work, share information, and collaborating with your teammates
• Someone who enjoys sharing knowledge and helping others understand processes and procedures., * Requires a bachelor's degree in a job related field and 3 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.

Required Certification, Licensure/Other Credentials Preferred Qualifications

• ITIL Foundations certification is preferred.
• Experience analyzing and documenting complex workflows and requirements of multiple teams or systems.
• Experience with Microsoft Office applications, especially Teams, Word, Excel, and Visio.
• Experience with Artificial Intelligence solutions.
• Experience using a work management platform, such as ServiceNow.
• ServiceNow training badges or certificates are preferred.
• Exceptional facilitation skills.
• Understanding of IT operations and technology.
• Ability to act quickly, pragmatically and assertively under pressure to prioritize and resolve technical issues.
• Self-motivated to initiate, originate action and be responsible for consequent decisions.
• To effectively plan, prioritize and co-ordinate own and others' activities.
• Drive solutions through persistent and thorough cross-functional teamwork

Knowledge/Skills/Abilities

• Strong knowledge of the ServiceNow platform and core capabilities, including ITSM (incident, problem, change), Service Catalog, CMDB, workflows/Flow Designer, reporting/dashboards, and integrations
• Ability to gather, analyze, and document business and technical requirements
• Excellent written and verbal communication skills, including experience engaging all staff levels up to executive leadership
• Ability to manage multiple priorities in a complex, enterprise environment
• Knowledge of policies, regulations, and governance frameworks
• Sound judgment and ability to make independent decisions
• Strong stakeholder engagement and relationship management skills
• Analytical thinking with strong problem-solving and attention to detail
• Ability to troubleshoot complex issues and resolve cross-functional challenges
• Conflict resolution and collaboration skills across diverse teams
• Basic knowledge of project management, tracking, and reporting techniques, Employees in Safety-Sensitive or Security-Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR 1.95 Drug and Alcohol Testing.

Pulled from the full job description

• Paid parental leave
• Parental leave
• Health insurance
• Life insurance
• Paid holidays, From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor's degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service - helping to build healthier, more educated communities in South Carolina and beyond. Veterans' Preference Statement The University of South Carolina is committed to equal opportunity and proudly values the skills and experience military veterans bring to our workforce. Across South Carolina, we are making veterans a priority for employment and recognize their vital contributions to our state and our communities. Benefits for FTE Positions

The University of South Carolina (USC), through the State of SC and Public Employee Benefit Authority (PEBA), offers employees a valuable benefits package, including health and life insurance, generous paid leave and retirement programs. To learn more about USC benefits, access the "Working at USC" section on the Applicant Portal at https://uscjobs.sc.edu. Research Grant or Time-limited positions may be eligible for all, some, or no benefits, based on the grant or project funding., * You'll enjoy the historic beauty of the University of South Carolina campus! Surrounded by amenities, and downtown Columbia, so you'll love where you work!

• An engaging and collaborative on-campus environment.
• A world-class team of supportive, united, and approachable IT professionals.
• State retirement, paid holidays, and you will earn annual and sick leave monthly.

Perks of the University of South Carolina:

• Downtown COLA Location: Enjoy working in the heart of Columbia, SC, with easy access to vibrant city life, dining, and cultural events.
• Energetic Leadership: Thrive under the guidance of an energetic and innovative leadership team dedicated to transforming IT at USC, making your role impactful and exciting.
• Competitive Compensation + Some of the BEST benefits you can find!

• Paid Tuition
• Paid Parental Leave
• Dependent Scholarships
• State Benefits
• State Retirement ·

• Work-Life-Balance: Full-time pay with a 37.5 work week, Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email. We are only accepting applications submitted by July 2, 2026. The University of South Carolina offers a valuable benefits package including but not limited to:

• Health and Life Insurance

• Retirement Programs

• Paid Tuition

• Dependent Scholarships

• Annual Leave

• Sick Leave

• 13 Paid Holidays (including an extended December holiday)

• Paid Parental Leave

• Professional Development Opportunities