Sr. ServiceNow Solution BA

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

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

sick time, 401(k), 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.