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Job Summary: The Principal ServiceNow Business Analyst will play a key role in bridging business needs with ServiceNow platform capabilities. This role focuses on understanding business requirements, driving process improvements, and delivering functional solutions within the ServiceNow ecosystem.

The individual will partner closely with business stakeholders, product owners, and technical teams to design, implement, and optimize ServiceNow solutions aligned with organizational goals. This position operates in a fast-paced, dynamic environment and requires strong stakeholder management, analytical thinking, and problem-solving skills.

Essential Job Duties and Responsibilities:

• Lead requirements gathering sessions with business stakeholders to understand and document ServiceNow-related needs
• Translate business requirements into functional specifications, user stories, and acceptance criteria
• Serve as a ServiceNow functional SME, providing guidance on platform capabilities and best practices
• Perform gap analysis and recommend optimal solutions leveraging ServiceNow modules
• Work with Cubic internal stakeholders to plan and execute ServiceNow onboarding tasks for Cubic's Customer programs, ensuring consistency of process and technology adoption
• Collaborate with developers and technical teams to ensure accurate implementation of requirements
• Support configuration discussions and validate solutions to meet business expectations
• Drive process improvements across ITSM, ITOM, HRSD, and other ServiceNow modules
• Facilitate workshops, demos, and user training sessions to support adoption
• Define and execute UAT plans, ensuring business sign-off before production release
• Support audit activities related to Incident, Request, Change, and Asset management processes
• Maintain documentation, including business requirements, process flows, and solution designs
• Act as a liaison between business users, IT teams, and external vendors
• Participate in continuous improvement initiatives to enhance ServiceNow usage across the organization
• Comply with Cubic’s Quality Management System, security, and HSE policies

Minimum Job Requirements:

Skills, Knowledge, and Experience:

• Bachelor’s degree in Computer Science, Business Administration, or a related field
• 8+ years of experience as a Business Analyst with strong exposure to ServiceNow
• Proven experience in requirements gathering, stakeholder management, and process mapping
• Hands-on experience with ServiceNow modules such as ITSM, CMDB, CSDM, ITAM, HRSD, or ITOM
• Experience working on end-to-end ServiceNow implementations or enhancements
• Strong understanding of ITIL processes and frameworks
• Ability to perform gap analysis and recommend scalable solutions
• Experience working in Agile/Scrum environments
• Strong documentation skills (BRDs, FRDs, user stories, process flows)
• Good understanding of ServiceNow configurations and capabilities (technical depth is a plus, not mandatory)
• Exposure to integrations and APIs is desirable

Certifications (Preferred):

• ITIL Foundation Certification
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Implementation Specialist (any module)

Personal Qualities:

• Strong communication and stakeholder management skills
• Ability to work independently and manage multiple priorities
• Analytical mindset with strong problem-solving capabilities
• Detail-oriented with a focus on quality and accuracy
• Collaborative approach with the ability to influence cross-functional teams
• Proactive, self-driven, and adaptable in a fast-paced environment

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We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.