What Success Looks Like In This Role
We are seeking a proactive and analytical
ServiceNow AutomationBusiness 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 implementationanalyzing current processes, developing
valuedriven 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 postimplementation value realization reports.
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, AIdriven workflows, integrations).
- Excellent analytical, facilitation, and stakeholder communication skills.
- Ability to work crossfunctionally 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.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
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 [Confidential Information]. US job seekers can find more information about Unisys EEO commitment here.
