Job Description Insight Global is seeking a Business Systems Analyst to support a large commercial client based out of NC. This role will support the ongoing improvement and enablement of the ServiceNow platform and broader ITSM processes. This role will focus less on hands-on development and more on understanding business needs, gathering and documenting requirements, coordinating with internal stakeholders, and supporting successful process rollout and adoption. This role will work closely with our ServiceNow Administration and Development team, Service Desk team, and other cross-functional departments to help streamline IT processes, improve the user experience, and enable growth and scale across North America and Europe. Responsibilities: Collaborate with business stakeholders to gather and document requirements for enhancements to ServiceNow modules and workflows Assist in the design and rollout of improvements to the ServiceNow Portal, including layout, usability, and self-service features Support development of training and knowledge documentation for ServiceNow fulfillers and end users Help define and maintain key process documentation, including process flows and step-by-step instructions Conduct internal research on ServiceNow best practices and recommend solutions that align with Vallen’s strategic goals Support configuration changes in ServiceNow (Catalog support, modifications to items and adjustments to workflows, etc. – no complex development required) Collaborate with the Service Desk team to improve knowledge article creation, quality, and process alignment Assist with creation of knowledge articles, internal documentation, and team-specific training materials related to IT tools and services Assist in deployment and adoption of new ServiceNow features such as Virtual Agent, Service Operations Workspace, and Asset Management Support internal communication and enablement efforts across IT, including SharePoint project work and user enablement documentation Proactively follow up on assigned tasks, meet internal deadlines, and drive small initiatives independently We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements 2+ years of experience in an IT business analyst, technical analyst, or similar role ServiceNow experience Strong communication skills with the ability to collaborate with both technical and non-technical stakeholders Experience gathering and documenting technical/business requirements and creating process documentation Demonstrated ability to learn quickly, research solutions independently, and take initiative without constant direction Comfort working in a fast-paced, evolving IT environment Strong organizational and time management skills Experience supporting ITSM or similar internal ticketing platforms Basic familiarity with SharePoint or knowledge/documentation management Familiarity with process mapping tools (Visio, etc.)