Description

This position is an onsite position and available to be filled at any Huntington Corporate office location (see location options on posting)

Summary:
We are seeking a Senior Business Systems Analyst. to support ServiceNow ITSM capabilities within a complex enterprise environment. This role works closely with business partners, process stakeholders, developers, quality assurance resources, and agile delivery teams to translate business needs into clear, actionable system requirements and sustainable solutions.

The successful candidate will bring strong analytical judgment, practical knowledge of IT service management, and the ability to work independently on complex assignments. The position is focused on business analysis, process optimization, documentation, testing support, and cross-functional delivery rather than Product Owner, Service Delivery Manager, or people-lead responsibilities.

Duties and Responsibilities:

• Business Analysis & Requirements 
  • Partner with business and technology stakeholders to understand objectives, workflows, pain points, and system needs. 
  • Elicit, analyze, document, and validate functional and non-functional requirements for ServiceNow ITSM enhancements, integrations, and defect remediation. 
  • Translate requirements into process flows, use cases, user stories, acceptance criteria, data requirements, and other delivery-ready documentation. 
  • Assess proposed changes for business impact, dependencies, risks, data considerations, and alignment with established platform standards. 
  • Maintain traceability from business requirements through solution delivery, testing, and implementation. 
• ITSM Process & Platform Support 
  • Provide senior-level functional analysis across ITSM processes such as Event, Incident, Major Incident, Problem, and Change Management. 
  • Analyze current-state processes and recommend practical opportunities to improve efficiency, automation, controls, data quality, and user experience. 
  • Collaborate with platform and process teams to support consistent configuration and use of ServiceNow capabilities. 
  • Investigate production issues and recurring defects by gathering evidence, documenting findings, and coordinating resolution with appropriate technical resources. 
  • Create and maintain process, system, support, and knowledge documentation. 
• Solution Delivery & Quality 
  • Participate in refinement, planning, reviews, and other delivery activities by providing requirements context and resolving analysis questions. 
  • Partner with developers, architects, quality assurance resources, Scrum Masters, and Service Delivery Managers to confirm solution understanding and delivery readiness. 
  • Support test planning, test scenario development, system testing, user acceptance testing, defect triage, and validation of completed work. 
  • Coordinate with impacted teams to identify implementation considerations, support readiness, communications, and post-release validation. 
  • Use delivery and operational data to identify trends, clarify business impacts, and recommend improvements. 
• Stakeholder Collaboration 
  • Facilitate requirements workshops, process reviews, solution discussions, and working sessions with cross-functional stakeholders. 
  • Communicate requirements, decisions, risks, assumptions, dependencies, and status clearly to both technical and non-technical audiences. 
  • Build effective working relationships across enterprise technology, operations, cybersecurity, data, and colleague-experience functions. 
  • Provide subject-matter guidance to team members and stakeholders within assigned areas of responsibility without formal people-management accountability. 
• Governance, Risk & Continuous Improvement 
  • Support compliance, audit, risk management, and platform stability activities by documenting requirements, controls, evidence, and remediation needs. 
  • Apply established architecture, security, data, change, and development standards during analysis and solution validation. 
  • Contribute analysis and recommendations that improve team practices, documentation quality, repeatability, and service outcomes. 

Basic Qualifications:

• Bachelor's Degree or 4+ additional years of equivalent experience.
• 4 to 8+ years of experience in business systems analysis, systems analysis, application analysis, or a closely related technology role
• 3+ years' experience managing projects supporting ServiceNow ITSM, including one or more of the following: Incident, Problem, Change, Event, or Major Incident Management.

Preferred Qualifications:

• Professional experience developing user stories, acceptance criteria, process flows, use cases, test scenarios, and supporting documentation.
• Experience eliciting and documenting complex business and system requirements in an enterprise environment. 
• Strong understanding of IT service management concepts and frameworks such as ITIL. 

• Experience working with cross-functional business and technology stakeholders throughout the software delivery lifecycle. 

• Strong analytical, problem-solving, facilitation, communication, and organizational skills. 

• Ability to manage multiple complex assignments, work through ambiguity, and deliver high-quality analysis with limited direction. 
• Experience working with agile delivery teams and tools used to manage requirements and work items. 

• Experience in a regulated industry, such as financial services. 

• Knowledge of enterprise integrations, automation, modern IT operations, data analysis, or reporting. 

• ServiceNow certification, such as Certified System Administrator (CSA) or Certified Implementation Specialist - IT Service Management (CIS-ITSM). 

• ITIL certification or comparable IT service management training.

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Compensation Range:

The compensation range represents the anticipated low and high end of the base compensation range for this position. Actual compensation will vary based on various factors including but not limited to location, experience, and education.  Colleagues in this position are also eligible to participate in an applicable incentive compensation plan.  In addition, Huntington provides a variety of benefits to colleagues, including health insurance coverage, wellness program, life and disability insurance, retirement savings plan, paid leave programs, paid holidays and paid time off (PTO). 

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters:  Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume.  All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.