Business Analyst, ServiceNow Support

Salary: $124,800 - 145,600 per year Requirements: We require three to five years of relevant experience. We need hands-on ServiceNow experience. We need experience supporting ServiceNow business processes. We need a solid understanding of work orders, ticketing platforms, and invoicing workflows. We need strong troubleshooting and analytical capabilities. We need excellent written and verbal communication skills. We need strong customer service skills. We need the ability to work effectively with both business and technical teams. Preferred: experience with ServiceNow Field Service Management, Customer Service Management, and IT Service Management. Preferred: facilities management or facilities systems experience, or experience in convenience stores, restaurants, retail, or a similar industry. Preferred: Oracle experience. Preferred: inventory and capital equipment ordering experience. Preferred: Agile or Scrum experience, with exposure to Jira. Responsibilities: We provide day-to-day business and systems support for ServiceNow. We support ServiceNow Field Service Management alongside Customer Service Management and IT Service Management. We manage the full work order lifecycle, including service requests, work order and task creation, assignments, ticket closure, and invoice processing. We troubleshoot work order, ticketing, and invoicing issues. We investigate failed transactions and process breakdowns, such as missing or inaccurate data, incorrect coding, incomplete submissions, and work orders that do not reach invoicing. We support capital equipment ordering, including submissions, approvals, ordering, delivery, installation coordination, and invoicing. We support inventory-related processes and look into delayed or stalled transfer orders, purchase orders, and inventory transactions. We analyze tailored business workflows to pinpoint issues within ServiceNow or related processes. We communicate clearly in writing and verbally with facilities and support teams. We provide strong internal customer service to a facilities organization of approximately 1,800 employees. We assist with requirements gathering and discovery as needed. We work in a hybrid Agile and Scrum environment, with possible Jira use during Phase Two. Technologies: Flow Support JIRA Oracle ServiceNow AI More: We are hiring a remote Business Analyst to support ServiceNow Facilities operations during Phase Two of a Field Service Management initiative. In this role, we partner with facilities and support teams to ensure smooth transaction flow from service requests through invoicing, while also assisting with capital equipment ordering and inventory processes. This opportunity is with Eliassen Group, a strategic consulting firm that helps organizations achieve more through technology, business advisory, and life sciences solutions. We offer a benefits package for W2 consultants that includes medical, dental, and vision coverage, 401(k) with company matching, life insurance, and other voluntary benefits. Our workplace values transparency, diversity, inclusion, and a collaborative approach to delivering meaningful outcomes. last updated 37 week of 2026