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About the Role
The Business and Systems Analyst serves as a strategic partner between business stakeholders and Enterprise Technology teams, leading the analysis, design, and delivery of technology solutions that drive business value. This role is responsible for evaluating enhancement requests, gathering and documenting business requirements, analyzing processes, and translating business needs into detailed functional requirements, user stories, and acceptance criteria that support the organization's ServiceNow platform and related technology initiatives.
Responsibilities
- Partner with business leaders, stakeholders, and end users to identify business needs, pain points, and opportunities for process improvement and platform enhancements.
- Serve as the primary liaison between business stakeholders and the ServiceNow development team, ensuring alignment between business objectives and technology solutions.
- Build and maintain strong relationships across business and technology teams to facilitate collaboration and successful outcomes.
- Collaborate with stakeholders to define business value, priorities, success metrics, and implementation requirements.
- Manage stakeholder expectations by facilitating decision-making and ensuring alignment on scope, priorities, and delivery commitments.
- Facilitate requirements gathering sessions, workshops, backlog refinement discussions, and stakeholder meetings to capture, validate, and prioritize business needs.
- Review, analyze, and assess enhancement requests to determine business value, feasibility, and impact.
- Translate business requirements into detailed functional requirements, user stories, acceptance criteria, process flows, and other supporting documentation.
- Analyze, document, and validate business, functional, technical, and non-functional requirements.
- Ensure delivered solutions meet business objectives, operational requirements, and established acceptance criteria.
- Communicate project status, timelines, risks, dependencies, and key milestones, ensuring stakeholders remain informed and aligned.
- Support the delivery of projects through all phases of the SDLC, including planning, development, testing, implementation, and post-production support.
- Coordinate User Acceptance Testing (UAT), requirement validation, release readiness, and deployment activities.
- Manage requirement changes and communicate impacts to scope, timelines, and priorities.
- Collaborate with cross-functional teams to resolve issues, remove roadblocks, and drive successful project outcomes.
- Support the successful implementation and adoption of ServiceNow enhancements and technology solutions while adhering to organizational governance standards.
- Evaluate existing business processes and identify opportunities for operational improvements, automation, and increased efficiency.
- Develop business cases, impact assessments, and cost-benefit analyses to support technology investments and enhancement requests.
- Partner with business and IT leadership to prioritize initiatives based on strategic value, risk, complexity, and organizational objectives.
Requirements
- Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field; equivalent work experience considered.
- 3+ years of Business Analyst experience supporting enterprise applications or technology platforms.
- Experience gathering, analyzing, and documenting business and functional requirements.
- Proven ability to develop user stories and acceptance criteria within an Agile environment.
- Basic knowledge of ServiceNow platform capabilities and business processes.
- Experience managing multiple stakeholders, priorities, and competing demands.
- Strong organizational, analytical, and problem-solving skills.
- Excellent written and verbal communication skills, with the ability to facilitate meetings and drive decisions.
- Ability to work effectively with cross-functional business and technical teams.
- Ability to work in an on-site environment to support collaboration and stakeholder engagement.
- Experience working with ServiceNow platforms and modules.
- Working knowledge of ServiceNow processes, workflows, configurations, and platform capabilities.
- Experience supporting ITSM, HRSD, Customer Service Management, or other ServiceNow applications.
- Experience working with Agile/Scrum methodologies.
- Certified Business Analysis Professional (CBAP), PMI-PBA, Scrum certification, or ServiceNow certification is a plus.
- Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.
Skills
- ServiceNow
- Agile
- Scrum
- Business Analysis
- Requirements Gathering
- User Stories
- Acceptance Criteria
- Process Improvement
- Automation
- Communication
- Stakeholder Management
- Project Management
Location
- On-site
Work Type
- On-site
Experience Level
- 3+ years of Business Analyst experience
Education Level
- Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field; equivalent work experience considered.
Benefits
- Comprehensive medical insurance, dental insurance, and vision insurance
- Life and disability insurance
- Fertility benefits
- Wellness resources
- Paid sick time
- Generous paid time off and holidays
- Employee Assistance Program (EAP)
- Complimentary Calm app subscription
- Immediate vesting in a 401(k) plan
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options
- Commuter benefits
- Employee discount programs
- Paid maternity leave and paid paternity leave (including for adoptive parents)
- Legal plan options
- Pet insurance coverage
About the Company
- Acrisure is a global fintech leader empowering ambitious businesses and individuals with customized solutions that drive growth and impact. We combine cutting-edge technology with expert human support to deliver tailored insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services, and more.
- In the last twelve years, Acrisure has grown from $38 million in revenue to nearly $5 billion and now employs more than 19,000 colleagues across 20+ countries.
- Built on entrepreneurial spirit, we prioritize leadership, accountability, and collaboration — equipping our teams to work at the highest levels and solve meaningful challenges.
- At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact.
- Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.
- Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.
Equal Opportunity
- Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting leaves@acrisure.com.