CAREER PORTAL

ServiceNow Process Analyst

ServiceNow Process Analyst
External ID # NEU290720252
Boston, MA- HYBRID
12 month W2 contract (with potential to extend or transition to perm)
Pay rate: $69-76/hr - Depending on Education and Experience

**Hybrid (3 days onsite)**
Summary:
We are seeking a detail-oriented and analytical Business Process Analyst to evaluate, design, and implement efficient business processes and workflows across the organization. This role works closely with cross-functional teams to identify areas of improvement, analyze existing systems, and drive process enhancements that support organizational goals. The ideal candidate has a strong background in process mapping, requirements gathering, data analysis, and change management.

Responsibilities:

• Analyze current business processes and workflows to identify inefficiencies or areas for improvement- especially those tied to ServiceNow workflows and call center operations.
• Facilitate process discover y sessions with stakeholders to understand objectives, challenges, and performance gaps.
• Develop and maintain process documentation including flowcharts, diagrams, and standard operating procedures (SOPs).
• Collaborate with IT, operations, and business units to design and implement solutions that improve productivity, quality, and customer satisfaction.
• Gather and document business requirements, ensuring alignment with project goals and technical constraints.
• Evaluate the effectiveness of new processes and support continuous improvement efforts.
• Lead or participate in process improvement initiatives using methodologies such as Lean, Six Sigma, or Agile.
• Assist with system implementations or enhancements by supporting testing, training, and change adoption.
• Monitor process KPIs and generate reports to track outcomes and drive decision-making.

Required Qualifications:

• Bachelor’s degree i n Business Administration, Information Systems, Industrial Engineering, or related field.
• 3+ years of experience in business process analysis, process improvement, or business systems analysis.
• Strong analytical and problem-solving skills with the ability to interpret complex data.
• Proficient in process modeling tools (e.g., Visio, Lucidchart, Bizagi).
• Experience with process improvement methodologies (Lean, Six Sigma, etc.).
• Excellent verbal and written communication skills; ability to interface with all levels of the organization.
• Strong organizational and time-management skills.

 
Preferred Qualifications:

• Certification in Business Process Management (CBPA), Six Sigma, or similar.
• Familiarity with ERP, CRM, or workflow automation tools (e.g., ServiceNow, Salesforce, SAP).
• Experience in change management and organizational transformation projects.
• Exposure to business architecture frameworks or enterprise architecture tools.

What’s In It For You?
We welcome you to be a part of one of the largest global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you.

• Medical, Dental & Vision Benefits
• 401K Retirement Saving Plan
• Life & Disability Insurance
• Direct Deposit & weekly ePayroll
• Employee Discount Programs
• Referral Bonus Programs

 
Estimated Min Rate: $53.84
Estimated Max Rate: $76.92


What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:

• Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
• Health Savings Account (HSA) (for employees working 20+ hours per week)
• Life & Disability Insurance (for employees working 20+ hours per week)
• MetLife Voluntary Benefits
• Employee Assistance Program (EAP)
• 401K Retirement Savings Plan
• Direct Deposit & weekly epayroll
• Referral Bonus Programs
• Certification and training opportunities

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit https://www.yoh.com/applicants-with-disabilities to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.