Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.
Please note: Authorization to work in the United States is a precondition to employment in this position. Eversource will not sponsor candidates for work visas for this position.
We are seeking a detail-oriented and technically proficient IT Service Management Business Systems Analyst (BSA) to support and enhance our ServiceNow platform. The ideal candidate should have knowledge with ServiceNow ITSM, ITBM, SPM, and a strong focus on CMDB, Discovery, and Performance Analytics. This role ensures the ServiceNow platform delivers maximum value to the organization.

Key Responsibilities:

• Collaborate with stakeholders to gather, analyze, and document business requirements related to IT Service Management, IT Business Management, and Application & Technology Management and Project Portfolio Management processes.
• Design and optimize workflows and data models in ServiceNow, with a strong emphasis on CMDB health, Discovery accuracy, and Performance Analytics dashboards.
• Translate business needs into functional specifications and work closely with developers and administrators to implement solutions.
• Govern and improve the CMDB, ensuring data integrity, normalization, and alignment with Discovery and third-party integrations.
• Develop and maintain Performance Analytics reports and dashboards to support operational and strategic decision-making.
• Support the implementation and continuous improvement of ITIL processes such as Incident, Problem, Change, Request, and Knowledge Management.
• Conduct user training, create documentation, and provide ongoing support for ServiceNow modules.
• Participate in testing, validation, and deployment of new features and enhancements.
• Collaborate and participate within the Emergency response program during storm duty
• On-call Services for ITSM tools & SMO Processes
• Additional hours occasionally may be required

Qualifications:

• 5 years of experience in ITSM
• 5 years of experience as a BSA or similar role working with ServiceNow preferred
• Strong hands-on experience with ServiceNow.
• Deep understanding of CMDB architecture, Configuration Item relationships, Assets and Discovery tools.
• Proficiency in Performance Analytics, including indicator creation, breakdowns, widgets, and dashboards.
• Familiarity with ITIL v3 or 4 frameworks and best practices.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• ServiceNow certifications preferred (e.g., Certified System Administrator, ITSM Implementation Specialist, CMDB/Discovery Specialist).
• Experience with scripting in ServiceNow preferred (JavaScript, Glide).
• Exposure to Agile/Scrum methodologies.
• Experience with integrations between ServiceNow and other enterprise systems.

Education:

• Bachelors Degree on Computer Science or equivalent experience preferred

• Collaborate with stakeholders to gather, analyze, and document business requirements related to IT Service Management, IT Business Management, and Application & Technology Management and Project Portfolio Management processes.
• Design and optimize workflows and data models in ServiceNow, with a strong emphasis on CMDB health, Discovery accuracy, and Performance Analytics dashboards.
• Translate business needs into functional specifications and work closely with developers and administrators to implement solutions.
• Govern and improve the CMDB, ensuring data integrity, normalization, and alignment with Discovery and third-party integrations.
• Develop and maintain Performance Analytics reports and dashboards to support operational and strategic decision-making.
• Support the implementation and continuous improvement of ITIL processes such as Incident, Problem, Change, Request, and Knowledge Management.
• Conduct user training, create documentation, and provide ongoing support for ServiceNow modules.
• Participate in testing, validation, and deployment of new features and enhancements.
• Collaborate and participate within the Emergency response program during storm duty
• On-call Services for ITSM tools & SMO Processes
• Additional hours occasionally may be require