Medical University of South Carolina

Compensation

Full Description

Job Description Summary The ServiceNow Business Analyst II serves as the liaison between business stakeholders and the technical development team, ensuring alignment between organizational objectives and platform capabilities. This role is responsible for eliciting, analyzing, and documenting business needs; translating them into clear and actionable functional requirements; and supporting the design of scalable, user-centric ServiceNow solutions. Entity Medical University Hospital Authority (MUHA) Worker Type Employee Worker Sub-Type Regular Cost Center CC005677 SYS - IS Service Now Pay Rate Type Salary Pay Grade Health-27 Scheduled Weekly Hours 40 Work Shift Job Description The ServiceNow Business Analyst II serves as the liaison between business stakeholders and the technical development team, ensuring alignment between organizational objectives and platform capabilities. This role is responsible for eliciting, analyzing, and documenting business needs; translating them into clear and actionable functional requirements; and supporting the design of scalable, user-centric ServiceNow solutions. The analyst plays a key role throughout the solution lifecycle, from initial discovery and process mapping to testing, deployment, and post-implementation support. They collaborate closely with business users, developers, architects, and project managers to validate requirements, prioritize enhancements, and ensure solutions meet defined outcomes and industry best practices. In addition, the ServiceNow Business Analyst II champions platform adoption by facilitating training, supporting change management activities, and promoting the effective use of ServiceNow modules across the organization. This role is critical in driving continuous improvement, optimizing workflows, and maximizing the value of the ServiceNow platform. Responsibilities Requirements Gathering & Business Analysis [35%] ▪ Analyze current business processes and identify areas for improvement ▪ Conduct stakeholder interviews, workshops, and discovery sessions ▪ Document business requirements, user stories, and functional specifications ▪ Create process flows, use cases, and workflow documentation ▪ Identify gaps between current and future state processes ▪ Manage requirements traceability throughout the project lifecycle ▪ Validate requirements and obtain stakeholder sign-off ServiceNow Solution Design & Continuous Improvement [25%] ▪ Recommend configurations using out-of-box ServiceNow functionality ▪ Design Service Catalog items, workflows, and forms aligned to business needs ▪ Participate in technical design sessions and provide business context ▪ Ensure solutions align with ServiceNow best practices and platform governance ▪ Identify opportunities for automation and process optimization ▪ Stay current with ServiceNow product releases and new features Testing, Quality Assurance & Delivery Support [20%] ▪ Develop test plans and test use cases ▪ Support integration testing and coordinate UAT activities ▪ Document and track defects through resolution ▪ Validate that delivered solutions meet requirements and quality standards ▪ Support go-live readiness and other related activities Stakeholder Engagement, Change Management & Adoption [20%] ▪ Serve as the liaison between business stakeholders and technical teams ▪ Facilitate workshops, demos, and review sessions ▪ Develop training materials and deliver end-user training ▪ Support change management and user adoption efforts ▪ Gather user feedback and champion continuous improvement ▪ Contribute to ServiceNow knowledge base and documentation Additional Job Description Required Educations/Skills/Work Experience: Bachelor’s degree in Business Administration, Information Systems, Computer Science, or related field, or equivalent experience 1–2 years of business analysis experience working with ServiceNow as a user, analyst, or other similar role Experience in requirements gathering, documentation, and facilitation, including stakeholder interviews, workshops, and process mapping with tools such as Visio or Miro Understanding of project management methodologies Knowledge of ServiceNow platform capabilities and core modules [e.g., ITSM, Service Catalog, and Knowledge Management], with some familiarity in ITIL processes such as Incident, Problem, Change, and Request Understanding of Agile and Scrum methodologies, along with proficiency in Microsoft Office applications Strong communication, facilitation, analytical, and problem-solving skills with the ability to translate technical concepts for non-technical audiences Highly organized, detail-oriented, adaptable, and able to manage multiple priorities while maintaining a customer-focused mindset Preferred certifications such as ServiceNow CSA, ITIL Foundation, CBAP/CCBA/PMI-PBA, or CSM/CSPO, along with experience in modules like HRSD, CSM, or ITOM, process automation, or working in enterprise environments This position is not a fully remote position. Candidate will be required to work onsite as needed. Physical Requirements Mobility & Posture Standing: Continuous Sitting: Continuous Walking: Continuous Climbing stairs: Infrequent Working indoors: Continuous Working outdoors (temperature extremes): Infrequent Working from elevated areas: Frequent Working in confined/cramped spaces: Frequent Kneeling: Infrequent Bending at the waist: Continuous Twisting at the waist: Frequent Squatting: Frequent Manual Dexterity & Strength Pinching operations: Frequent Gross motor use (fingers/hands): Continuous Firm grasping (fingers/hands): Continuous Fine manipulation (fingers/hands): Continuous Reaching overhead: Frequent Reaching in all directions: Continuous Repetitive motion (hands/wrists/elbows/shoulders): Continuous Full use of both legs: Continuous Balance & coordination (lower extremities): Frequent Lifting & Force Requirements Lift/carry 50 lbs. unassisted: Infrequent Lift/lower 50 lbs. from floor to 36”: Infrequent Lift up to 25 lbs. overhead: Infrequent Exert up to 50 lbs. of force: Frequent Examples: Transfer 100 lb. non-ambulatory patient = 50 lbs. force Push 400 lb. patient in wheelchair on carpet = 20 lbs. force Push patient stretcher one-handed = 25 lbs. force Vision & Sensory Maintain corrected vision 20/40 (one or both eyes): Continuous Recognize objects (near/far): Continuous Color discrimination: Continuous Depth perception: Continuous Peripheral vision: Continuous Hearing acuity (with correction): Continuous Tactile sensory function: Continuous Gross motor with fine motor coordination: Continuous Selected Positions: Olfactory (smell) function: Continuous Respirator use qualification: Continuous Work Environment & Conditions Effective stress management: Continuous Rotating shifts: Frequent Overtime as required: Frequent Latex-safe environment: Continuous If you like working with energetic enthusiastic individuals, you will enjoy your career with us! The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need. Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees Thank you for wanting to be part of the Medical University of South Carolina team. Whether you want to teach the next generation of health care leaders, innovate new business models, discover the next breakthrough or provide patient care, there's a role for you that fuels your passion and takes advantage of your skills. There are career opportunities available in academics, research, hospital medicine, physician practices and support services, from patient billing to IT. As an applicant, you can search jobs for all MUSC entities as well as search by category and location. MUSC attracts more than $250 million annually in research funding, making it the biggest magnet for biomedical, extramural research dollars of all institutions of higher learning in South Carolina. The Clinical and Translational Science Award (CTSA) Program aims to advance clinical and translational science to increase the speed at which new treatments become available to patients. MUSC Health, the clinical enterprise, operates a 750 bed medical center, which includes a nationally recognized Children’s Hospital, the Ashley River Tower (cardiovascular, digestive disease, and surgical oncology), Hollings Cancer Center (one of fewer than 70 elite National Cancer Institute designated centers), a Level I Trauma Center and the Institute of Psychiatry. In addition, there are more than 100 outreach clinics, hospital/health system affiliations, and telehealth sites. U.S. News & World Report placed us among the top one percent of all American hospitals, with 11 specialties in the top 50. The MUSC Medical Center is also one of only three Magnet® designated hospitals in South Carolina.