ServiceNow Business Analyst

Full Time
Location: Kansas City, MO
Flexibility: 100% Remote
$110 - $130 per Year

ServiceNow Business Analyst
Who is Epsilon:
Epsilon is an IT Services company that was founded in 2009 and has become an established leader in providing Information Technology services to both Federal Government and Commercial businesses across the United States. Epsilon is known for its solution-focused and innovative approach, aligning technology systems, tools, and processes with the missions and objectives of its customers.

Epsilon’s headquarters are in Weaverville, NC with other corporate offices in Greenville, SC, Crystal City, VA, and Denver, CO. We have employees in 30+ States across the U.S.

Why work for Epsilon:
In joining Epsilon’s team, you will have the opportunity to contribute to Epsilon’s business and customer initiatives, as well as influence our brand culture through people interaction and technology advancements.

Epsilon invests in our employees by promoting from within and enabling employees to elevate their knowledge and skill set in their profession by allocating $3,000 annually in Professional Development funds.  We also offer competitive pay, comprehensive benefits through one of the largest national carriers, Paid Time Off (PTO) that increases with tenure and has a generous rollover, 11 company paid Holidays, and 401(k) with immediate contribution.
Where you’ll work:
This fully remote opportunity allows you the flexibility to work from home in support of Epsilon’s USDA DISC Customer.
Our Customer’s Mission:
The USDA Digital Infrastructure Services Center (DISC) operates 24/7/365 to provide comprehensive on premises and cloud-based hosting services, including Disaster Recovery, security, and professional support services and operations to approximately 35 federal organizations. The USDA and other Federal partners depend upon DISC’s highly complex and interconnected technology infrastructure to conduct their operations. To better support this mission, DISC is modernizing their technology by transitioning to a continuous integration, deployment, and code-based organization.
An average day:
As a ServiceNow Business Analyst, you will be responsible for the reporting and administration of ServiceNow, including requirements gathering and testing. You will be responsible for the review, analysis, and evaluate processes, systems, and user needs for planned projects. Additionally in this position you will:

  • Collaborate with stakeholders to gather, document, and analyze business requirements for the migration of IT Service Management (ITSM) platforms from Remedy to ServiceNow and implement best practices.
  • Conduct in-depth analysis of ITIL processes (incident, change, service request, problem management).
  • Work closely with teams responsible for the enterprise monitoring platform and self-service portal to understand integration requirements.
  • Collaborate with asset discovery and CMDB teams to understand requirements for billing and related activities. Document existing ITSM, monitoring, CMDB, and self-service portal activities and processes and create comprehensive process maps. Identify opportunities for process improvement and optimization within the ITSM framework.
  • Develop integration plans and coordinate activities to ensure seamless connectivity with the new ITSM platform.
  • Design and document future state processes, ensuring alignment with ITIL and Agile Scrum methodologies.  Ensure that the migration plan incorporates the proper handling of asset data and maintains the integrity of the CMDB.
  • Align migration activities with Agile Scrum principles for effective project management.
  • Collaborate with Scrum teams, participate in ceremonies, and ensure that migration tasks align with project timelines.
  • Develop and execute test plans to validate the functionality and performance of the migrated ITSM platform.
  • Work closely with testing teams to identify and address issues, ensuring a high level of quality.
  • Develop training materials and conduct training sessions for end-users on the new ITSM platform.  Provide ongoing support and address user inquiries related to the migration.
Basic Qualifications:
  • As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions. 
  • 5+ years of experience in Business Analysis
  • Bachelor's degree in IT, Computer Science, or related field
  • Proven experience as a Senior Business Analyst with a focus on IT service management.
  • In-depth knowledge of ITIL practices, Agile Scrum methodology, and ITSM platforms (Remedy and ServiceNow).
  • Demonstrated experience in process mapping, documentation, and requirements analysis.
  • Strong communication and collaboration skills to work effectively with diverse teams.
  • Familiarity with enterprise monitoring platforms, self-service portals, asset discovery, and CMDB.
  • Ability to adapt to ambiguous and changing project requirements and priorities.
  • Excellent written and verbal communication skills
  • Ability to understand business processes and translate into technical specifications.
  • Solid problem-solving and analytical skills
  • Ability to work effectively with people at all levels of the organization.
  • Certification in ITIL and Agile Scrum is highly desirable.
  • Demonstrated experience with ServiceNow products and platform implementation in a Business Analyst role preferred.
  • Demonstrated experience with Agile development designing, creating, and configuring ServiceNow solutions preferred.
Other Requirements:
  • Must be able to pass federal background investigation and obtain a Public Trust


The application window is anticipated to close 30 days from the original posting date. However, the application window may be extended or closed prior to 30 days based on identifying the most qualified applicants.    


Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.

Please click here to review your rights under EEO policy. 

If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email



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