Business Analyst, ServiceNow Facilities Support
Anywhere
Category: Business Analysis
Industry: Retail
Workplace Type: Remote
Reference ID: JN -092026-108506
Date Posted: 09/07/2026
Shortcut: http://careers.eliassen.com/cdCShl
Description:
Remote
Our client seeks a Business Analyst to support ServiceNow Facilities operations during Phase Two of a Field Service Management initiative. The role will provide day-to-day business and systems support, troubleshoot work orders and invoicing, and analyze customized workflows across Field Service Management, Customer Service Management, and IT Service Management. The analyst will partner with facilities and support teams, ensure accurate transaction flow from service requests through invoicing, and assist with capital equipment ordering and inventory processes.
Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $60.00 to $70.00/hr. w2
JN -092026-108506
Responsibilities:
- Provide day-to-day business and systems support for ServiceNow.
- Support ServiceNow Field Service Management integrated with Customer Service Management and IT Service Management.
- Understand and support the complete work order lifecycle, including service requests, work order and task creation, assignments, ticket completion, and invoice processing.
- Troubleshoot work orders, tickets, and invoicing problems.
- Investigate failed transactions and processes, including missing or incorrect information, incorrect coding or system data, incomplete submissions, and work orders not reaching invoicing.
- Support capital equipment ordering, including submissions, approvals, ordering and delivery, installation coordination, and invoice processing.
- Support inventory-related processes and investigate delayed or stuck transfer orders, purchase orders, and inventory transactions.
- Analyze customized business processes to identify issues within ServiceNow or supporting workflows.
- Communicate clearly in writing and verbally with facilities and support teams.
- Provide strong internal customer service to a facilities organization of approximately 1,800 employees.
- Assist with requirements gathering and discovery as needed.
- Work within a hybrid Agile and Scrum environment, with potential Jira usage during Phase Two.
Experience Requirements:
- Three to five years of relevant experience.
- Hands-on ServiceNow experience.
- Experience supporting ServiceNow business processes.
- Understanding of work orders, ticketing systems, and invoicing processes.
- Strong troubleshooting and analytical ability.
- Excellent written and verbal communication.
- Strong customer service skills.
- Ability to work effectively with different business and technical teams.
- Preferred: ServiceNow Field Service Management, Customer Service Management, and IT Service Management experience.
- Preferred: Facilities management or facilities systems experience; experience in convenience stores, restaurants, retail, or similar industry.
- Preferred: Oracle experience helpful.
- Preferred: Inventory and capital equipment ordering experience.
- Preferred: Agile or Scrum experience; Jira exposure.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
- Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group, as indicated above