Business Analyst, ServiceNow - Acton, Mass. or San Diego, CA (Hybrid)

Job Summary: 

The Insulet Senior ServiceNow Business Analyst plays a pivotal role in bridging the gap between business needs and technical solutions. This professional works closely with internal Business Service Owners, Application Owners, and the dedicated ServiceNow team to thoroughly gather, analyze, and articulate requirements. Their responsibilities include designing ServiceNow solutions that address both immediate and strategic goals of the organization. Once requirements are defined, the analyst translates them into detailed, actionable agile stories, complete with precise acceptance and testing criteria to ensure clarity and alignment throughout the development process.

In addition to validating the technical feasibility of proposed solutions, the Senior ServiceNow Business Analyst proactively identifies opportunities to optimize and streamline implementation efforts, reducing redundant work and expediting project timelines. The analyst is accountable for continuous communication, regularly updating stakeholders on project milestones, potential risks, and progress toward objectives. This transparency fosters trust and ensures all parties are aligned throughout the project lifecycle.

The role further encompasses critical support for User Acceptance Testing (UAT)—the analyst coordinates, documents, and resolves issues to confirm that delivered solutions meet business requirements. Moreover, they participate in change management processes, ensuring that transitions to new systems or workflows are smooth, well-supported, and aligned with organizational change management best practices. This comprehensive approach guarantees that ServiceNow solutions not only meet technical specifications but also deliver measurable value to the business.

Key Responsibilities:

• Meet with stakeholders to define and document ServiceNow solutions that meet business needs and organizational objectives

• Own the relationship with stakeholders to identify, prioritize, model, and document business process and data requirements

• Analyze patterns of business activity to understand demand levels for stakeholder requests

• Ensure business requirements are understood, developed, tested, and delivered to specifications

• Respond to ServiceNow service issues, and administration requests

• Create quality content and documentation for workflows, services, user guides, testing, training, and self-service

• Represent project stakeholders throughout planning, development, and release phases

• Coordinate User Acceptance Testing (UAT)

Qualifications:

• 3+ years working as a business analyst building solutions for ServiceNow modules such as ITSM, ITAM, ITOM, HRSD, CSM, Now Assist, ESC, WSD, SAM, HAM, SIR, Health and Safety, Cloud Management, IRM, and/or GRC

• Strong oral and written communication skills

• Proficiency in MS Office Suite + Copilot

• Ability to create Workflow and Swim Lane documentation

• Strong understanding of ITIL frameworks – Service management, Change Management, Configuration Management, and Release Management 

• Experience managing relationships, operating procedures, and service level agreements with clients and coworkers

• Experience in test plan creation and execution

• Experience implementing systems using Agile methodologies

• Experience designing and implementing IT and Non-IT related process workflows, procedures, and technical standards

Preferred Qualifications:

• 5+ years’ experience with ServiceNow 

• ITIL certification 

• ServiceNow Admin certification a plus

• Agile scrum Master certification a plus

Physical Requirements:

•  Less than 10% Travel

NOTE: This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office at least three (3) days per week. #LI-Hybrid

Additional Information:

Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $92,400.00 - $138,600.00 This position may also be eligible for incentive compensation. We offer a comprehensive benefits package, including: • Medical, dental, and vision insurance • 401(k) with company match • Paid time off (PTO) • And additional employee wellness programs Application Details: This job posting will remain open until the position is filled. To apply, please visit the Insulet Careers site and submit your application online. Actual pay depends on skills, experience, and education.