Job Details

CRI Advantage is seeking an experienced Senior Business Analyst to join our NowAdvantage Managed Services team, supporting ServiceNow solutions for our clients. This remote role offers the opportunity to work closely with clients, developers, and stakeholders to deliver innovative ServiceNow capabilities that drive business value.

The Senior Business Analyst will lead requirements gathering, solution design collaboration, and mentorship of ServiceNow developers, while incorporating AI and automation features such as Predictive Intelligence and Virtual Agent. This position requires a consultative approach and experience working in Agile delivery environments.

• Lead discovery sessions and stakeholder interviews to elicit and document detailed business requirements


• Translate requirements into clear user stories with acceptance criteria for Agile development teams


• Serve as liaison between clients, business users, and technical developers to ensure alignment and solution quality


• Collaborate with development teams on functional design, sprint planning, backlog grooming, and demos


• Analyze current business processes and recommend ServiceNow-based optimizations aligned with ITIL and CSDM standards


• Identify opportunities to leverage AI and automation capabilities within ServiceNow solutions


• Lead or support user acceptance testing (UAT), training, and rollout activities


• Maintain comprehensive documentation including process flows, knowledge articles, and change management artifacts


• Define KPIs and create dashboards using Performance Analytics to track solution effectiveness


• Support platform governance, configuration audits, and compliance efforts

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field


• Minimum 5 years experience as a Business Analyst; At least 3 years supporting ServiceNow implementations or operations


• ServiceNow platform expertise (ITSM, ITOM, CMDB, or CSDM)


• Business analysis and user story creation in Agile environments


• Collaboration with developers to deliver functional solutions


• Familiarity with ServiceNow AI/ML features (e.g., Virtual Agent, Predictive Intelligence)


• Process optimization aligned with ITIL, CSDM, and CMDB Health


• Experience with Performance Analytics and dashboard creation


• Testing coordination and user acceptance testing (UAT) management


• Documentation and support for governance, compliance, and change control


• Excellent written and verbal communication skills


• Strong stakeholder management and interpersonal skills


• High level of organization and ability to manage multiple priorities


• Critical thinking and problem-solving abilities


• Consultative mindset with a focus on delivering client value


• Adaptability and comfort working in fast-paced, evolving environments


• Mentorship and team collaboration skills


• Attention to detail in documentation and process accuracy

• ServiceNow Certified System Administrator (CSA)


• Certified ScrumMaster (CSM) or equivalent Agile certification


• ITIL v4 Foundation certification


• Experience with ServiceNow Discovery, SAM/HAM, or domain-separated instances


• Knowledge of responsible AI practices and data governance

If you're passionate about leveraging your business analysis expertise to deliver cutting-edge ServiceNow solutions and want to grow your career in a dynamic environment, apply today to join CRI Advantage!

• Competitive salary and performance-based bonuses


• Comprehensive health, dental, and vision insurance


• 401(k) with company match


• Flexible remote work options


• Professional development opportunities, including ServiceNow certification support

• Work in a fast-moving, high-impact environment, where you will directly influence organizational success.


• Lead challenging, enterprise-level ServiceNow projects that require strategic thinking, technical expertise, and strong leadership.


• Be part of a rapidly growing ServiceNow practice (2024 & 2025 ServiceNow Partner of the Year), collaborating with top industry experts and a high-performance team.


• Gain career growth opportunities as we expand and develop our ServiceNow division.


• Experience an inclusive, supportive leadership culture, where we prioritize collaboration, innovation, and professional development.


• Enjoy a remote, flexible work environment while driving results in a high-performance culture.