About this role

Role Overview

We are seeking a passionate and communicative ServiceNow Business Analyst with strong ITSM process knowledge and hands-on experience in the ServiceNow platform. This role sits at the intersection of tools, people, and processes, ideal for someone who thrives on solving complex problems and driving meaningful change across enterprise service management.

You will act as a key liaison between stakeholders and technical teams, translating business needs into actionable ServiceNow solutions. The role also involves supporting continuous improvement initiatives and ensuring alignment with platform strategy.

Key Responsibilities

Business Analysis & Requirements Gathering

• Engage with stakeholders to elicit, clarify, and document business requirements for ServiceNow enhancements, integrations, and new modules.

• Translate business needs into functional specifications and ensure alignment with ITIL processes, CSDM, CMDB standards, and out-of-the-box best practices.

Stakeholder Management & Communication

• Build strong relationships with business users, product managers, and developers.

• Provide clear and timely updates on delivery progress, risks, and blockers.

• Tailor communication for both technical and non-technical audiences.

Process Optimization

• Identify and recommend improvements to workflows, intake processes, and reporting practices.

• Drive better alignment between BAU operations and strategic platform goals.

Testing & UAT Support

• Collaborate with QA teams to define test scenarios and validate functionality.

Required Qualifications

• 3+ years of experience in business analysis or enterprise service management.

• Strong understanding of ITSM processes (Incident, Problem, Change, Request (Catalog Item), Knowledge Management).

• Hands-on experience with ServiceNow platform and modules.

• Excellent verbal and written communication skills.

• Proven ability to manage shifting priorities in a dynamic environment.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or Implementation Specialist.

• Familiarity with ITIL, CSDM, and CMDB best practices.

• Experience supporting both BAU and strategic ServiceNow projects.

Why Join Us

• Be part of a high-impact team shaping enterprise-scale ServiceNow initiatives.

• Work at the intersection of technology, people, and process.

• Opportunity to influence platform strategy and delivery practices.

• Collaborate with global teams and senior stakeholders.

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, family status, gender identity, race, religion, sex, sexual orientation and other protected attributes at law.