What success looks like in this role:
We are seeking a proactive and analytical ServiceNow Automation Business Analyst with strong experience in IT Service Management (ITSM) to identify, evaluate, and drive automation opportunities across the service management and enterprise automation ecosystem. The ideal candidate will bridge the gap between business needs and technology implementation—analyzing current processes, developing value‑driven business cases, and collaborating with solution teams to bring automation and AI concepts to life.
Key Responsibilities
- Partner with process owners and service management teams to identify automation opportunities in areas such as Incident, Problem, Change, and Request Management.
- Conduct detailed process analysis, root cause identification, and workflow mapping to uncover inefficiencies and automation potential.
- Develop clear, quantifiable business cases outlining benefits, costs, ROI, assumptions, and resource needs for proposed automation initiatives.
- Collaborate with technical and solution delivery teams (e.g., ServiceNow developers, RPA teams, data and AI solution teams) to translate business requirements into implementable solutions.
- Serve as the business representative throughout the delivery lifecycle, ensuring solutions align with defined objectives and operational outcomes.
- Support prioritization of automation use cases within the broader ITSM and digital transformation roadmap.
- Promote adoption and awareness of automation and AI capabilities within the Service Management practice.
- Create and maintain documentation, including process maps, business requirements, success metrics, and post‑implementation value realization reports.
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You will be successful in this role if you have:
- Bachelor’s degree in Information Systems, Business Administration, or a related field (Master’s preferred).
- 2+ years of experience as a Business Analyst, preferably within IT Service Management, Operations, Automation, or Digital Transformation domains.
- Strong understanding of ITSM frameworks (e.g., ITIL) and tools such as ServiceNow, Jira Service Management, or equivalent.
- Demonstrated experience building business cases, ROI models, and automation requirements (RPA, AI‑driven workflows, integrations).
- Excellent analytical, facilitation, and stakeholder communication skills.
- Ability to work cross‑functionally and manage multiple initiatives simultaneously.
- Familiarity with process improvement methodologies (Lean, Six Sigma, Kaizen) is an advantage.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.