Job Description

Position Title: ServiceNow Business Analyst Location: Boston, MA (On-site) Industry: Pharmaceutical Manufacturing Employment Type: Full-time Position Overview: We are seeking a skilled and dynamic ServiceNow Business Analyst to join our team in Boston. As part of the pharmaceutical manufacturing industry, you will bridge the gap between business needs and ServiceNow capabilities, driving system optimization to support operational excellence and compliance. This is an on-site role requiring strong communication, analytical, and ServiceNow expertise. Key Responsibilities: Business Analysis: Gather, document, and analyze business requirements to support pharmaceutical manufacturing workflows using ServiceNow. Collaborate with stakeholders to translate complex business needs into ServiceNow solutions. Conduct gap analyses to identify opportunities for process improvements and system enhancements. ServiceNow Development & Support: Work with technical teams to configure and implement ServiceNow modules, including ITSM, ITOM, or custom workflows specific to pharmaceutical operations. Ensure ServiceNow solutions align with industry regulations (GxP, FDA, etc.) and best practices. Support testing, deployment, and troubleshooting of ServiceNow configurations. Stakeholder Collaboration: Act as the primary liaison between business units, IT, and third-party vendors to ensure successful project delivery. Facilitate workshops, meetings, and training sessions to gather insights and educate end-users on ServiceNow functionalities. Reporting & Metrics: Develop dashboards and reports to track ServiceNow performance and business outcomes. Provide insights and recommendations based on data analysis to drive continuous improvement. Qualifications: Education & Experience: Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field. Minimum of 3-5 years of experience as a Business Analyst, with at least 2 years specializing in ServiceNow. Experience in the pharmaceutical or manufacturing industry is highly preferred. Technical Skills: Proficiency in ServiceNow platform capabilities, including workflows, reporting, and integration. Familiarity with GxP guidelines, FDA regulations, and compliance requirements in a manufacturing context. Experience with ServiceNow modules such as ITSM, ITOM, or custom solutions. Soft Skills: Excellent problem-solving and critical-thinking abilities. Strong communication and interpersonal skills to collaborate with technical and non-technical teams. Ability to manage multiple priorities in a fast-paced, regulated environment.

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Full time, Contract work,

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