ServiceNow Business Analyst at AbbVie — Mettawa, IL

The Business Analyst will support the CMDB & ITOM POD by helping coordinate delivery, documentation, and operational readiness across the team’s workstreams. This role is focused on enabling a well-organized, disciplined pod model that supports intake, planning, tracking, and communication for work related to CMDB updates, discovery-related enhancements, integrations, and service support activities. The Business Analyst will work closely with the Delivery Lead, Architect, Scrum Master, engineers, testers, and stakeholders to help keep work moving smoothly through the pod operating model.

In this role, the Business Analyst will help maintain visibility into POD priorities and backlog. The ideal candidate will be comfortable working in a structured delivery environment, supporting operational tasks, and ensuring clear communication between business and technical teams. A strong understanding of how good data, stable processes, and coordinated delivery support IT operations will be valuable in this position.

Responsibilities

• Support compliance with applicable Corporate and Divisional Policies and procedures.
• Partner with business and technology teams to understand operational needs, delivery priorities, and process improvement opportunities within the CMDB & ITOM POD.
• Help gather, organize, and maintain requirements, process notes, documentation, training materials, and delivery artifacts.
• Support backlog refinement, intake coordination, and sprint planning by helping organize work items, dependencies, and status updates.
• Coordinate testing support, document findings, and help validate that delivered work meets expected business and operational needs.
• Help monitor delivery milestones, open actions, risks, and dependencies, escalating items as needed to the appropriate lead or stakeholder.
• Serve as a liaison between team members and business partners to support clear communication and successful implementation.
• Support process consistency, documentation quality, and continuous improvement efforts that help strengthen team performance and delivery reliability.
• Communicate updates clearly and professionally to internal stakeholders, helping translate operational details into simple, actionable information.
• Contribute to routine reporting and coordination activities that support backlog health, delivery progress, and service stability.

Required:

• Bachelor’s Degree plus 6 years of related experience; or Master’s Degree plus 5 years; or PhD with 0 years of experience.
• Experience supporting business analysis, operations coordination, documentation, or delivery activities in an enterprise environment.
• Strong communication, organization, and stakeholder coordination skills.
• Ability to manage multiple priorities and support a team-based delivery model.
• Comfortable working with documentation, status tracking, and follow-up activities.
• Analytical mindset with strong attention to detail and a customer-focused approach.
• ServiceNow for agile lifecycle management, sprint planning, and story tracking.
• Experience in Jira for backlog visibility, task tracking, documentation, and operational follow-up
• Basic understanding of CMDB concepts, CI relationships, and data quality principles
• Familiarity with ITOM-related workstreams and the role they play in supporting service operations
• Strong organizational skills for managing priorities, notes, and action items
• Clear written and verbal communication skills
• Attention to detail, follow-through, and a willingness to learn in a fast-moving pod structure

Preferred:

• Exposure to ServiceNow CMDB or ITOM-related work
• Experience working in Agile environments is strongly preferred.

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this roleat the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on manyfactors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive programs.