Senior Functional Analyst

Job Summary

To support the success of a Technical Infrastructure and Platform Support project, the full-time Senior Functional Analyst will provide ownership of incident and service management in ServiceNow, mentor junior analysts, and translate business requirements into functional specifications while working remotely.

Key responsibilities:

• Own assigned incidents end-to-end in ServiceNow, from ticket intake to resolution and customer follow-up
• Lead investigation and solution engineering for complex tickets, applying knowledge of application code and logic
• Mentor the Mid-Level Functional Analyst and help prioritize the ticket backlog to ensure timely closure

Required qualifications:

• Bachelor's degree (BA/BS) with 8+ years of relevant experience in functional/business analysis and IT service management
• Proven experience managing the full incident lifecycle in ServiceNow, including Incident, Change Management, and Configuration/Release Management
• Strong troubleshooting skills with a focus on root-cause investigation of functionality issues
• Experience in software testing, including performance, regression, and integration testing
• Ability to gather functional, technical, and interface requirements and document Functional Specifications