Managed Services Manager, ServiceNow Business Analyst at RSM · San…

Managed Services Manager, ServiceNow Business Analyst

Location: San Salvador

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

RSM is a leading provider of audit, tax, and consulting services to middle-market businesses and entrepreneurs across a broad range of industries. Our Managed Services team serves as a strategic bridge between business stakeholders, technology teams, customers, and internal operations. As we continue to expand our Managed Services and digital transformation capabilities, we are seeking a highly motivated and experienced ServiceNow Business Analyst to drive process optimization, requirements management, and ServiceNow platform enhancements across the enterprise.

This role is ideal for someone who thrives in a fast-paced, collaborative environment and is passionate about translating business needs into scalable technology solutions that improve service delivery, operational efficiency, and user experience.

Job Responsibilities:

• Partner with business stakeholders, service owners, and technical teams to gather, analyze, and document business requirements for ServiceNow initiatives.
• Facilitate workshops, discovery sessions, and stakeholder interviews to understand current-state processes and identify opportunities for improvement.
• Develop and maintain business requirements documents, process maps, user stories, acceptance criteria, and functional specifications.
• Collaborate with ServiceNow developers, architects, and administrators to design and implement solutions aligned with business objectives.
• Support implementation and enhancement efforts across ServiceNow modules including ITSM, ITOM, CSM, HRSD, SPM, and related platform capabilities.
• Analyze business processes and recommend automation opportunities to improve efficiency, compliance, and service quality.
• Participate in Agile ceremonies, backlog refinement, sprint planning, and testing activities to ensure successful solution delivery.
• Coordinate user acceptance testing (UAT), validate business requirements, and support issue resolution during implementation.
• Establish and maintain strong relationships with stakeholders to ensure alignment between business priorities and technology investments.
• Track and report on key performance indicators (KPIs), service metrics, and business outcomes related to ServiceNow implementations.
• Support change management initiatives and contribute to continuous improvement efforts across service management processes.
• Conduct system configuration and testing.
• Configure forms, fields, and workflows
• Create reports and dashboards
• Build catalog items
• Configure notifications
• Develop Flow Designer automations
• Support enhancement requests and defect analysis
• Understand ITSM processes and ServiceNow modules
• Use low-code/no-code tools
• Build approved applications and automations
• Create catalog items and workflow solutions
• Automate manual business processes
• Follow governance and development standards
• Document solutions and support knowledge transfer
• Work within designated development environments and QA processes
• Executing UAT support activities incl. Test case development; test plan development; testing; defect logging; regression testing
• Validating requirements fulfillment
• Supporting release readiness reviews

Required Qualifications:

• 5+ years of experience as a Business Analyst supporting enterprise technology or digital transformation initiatives.
• Years of experience working with the ServiceNow platform in a business analysis, process improvement, or implementation role.
• Experience working in Agile and Scrum delivery environments.
• Strong analytical, problem-solving, and critical-thinking abilities.
• Experience with workflow automationExperience supporting projects or managed services environments.
• Excellent written and verbal communication skills, including executive-level stakeholder engagement.
• Demonstrated ability to manage multiple priorities and work effectively across cross-functional teams.

Preferred:

• App Engine Studio
• Flow Designer
• Citizen Developer Micro-Certifications
• ITSM Fundamentals
• CMDB/CSDM Fundamentals
• Automated Test Framework (ATF)
• ServiceNow Certified System Administrator (CSA).
• Knowledge of IT Service Management (ITSM) principles and industry best practices.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits https://rsmus.com/careers/el-salvador.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Salvadoran Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.