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IT Business Analyst - Service Now

Date: Sep 10, 2022

Location: Bonita Springs, Florida, United States

Company: Herc Rentals

Req #: 43369

Herc Rentals Inc. is a premier, full-service equipment rental firm – providing our customers the equipment, services and solutions they need to achieve optimal performance safely, efficiently and effectively. A pioneer of the equipment rental industry, Herc Rentals continues to evolve and grow through technological innovations, expanded product offerings and value-added services and consultative solutions to support its customers’ projects. 


With more than 55 years of equipment rental expertise, approximately 5,100 employees and approximately 295 company-operated locations across North America, Herc Rentals serves a broad range of end markets, including construction; industrial operations, refineries and petrochemical operations; governmental entities and contractors; disaster recovery and remediation; infrastructure; railroad operations; utilities; film, television, live entertainment and special event production; agricultural operations; and facilities management..



Short Description

The ServiceNow Business Analyst (BA) coordinates with various business owners to assist the developers in the design, development, and implementation of IT modules, workflows or enhancements within the ServiceNow platform.  The ServiceNow BA serves as the primary liaison between IT and the business owners to capture business requirements, as well as testing configured functionalities end-to-end once development has been completed.

The ServiceNow BA must be knowledgeable about the latest ServiceNow releases, software development lifecycle methodologies, and be able to work in a collaborative team setting.

Responsible for day-to-day management of the Accou

  • Collaborate with key business stakeholders to capture business and technical requirements and translate requirements into actionable items that are executed upon in a timely manner.  This includes coordinating with key business stakeholders to capture potential returns on investment for the organization.
  • Perform thorough data analysis for projects, initiatives, enhancement requests, in order to provide requirements for developers enabling configuration and customization
  • Identify opportunities to improve organizational effectiveness and/or efficiency, as new ServiceNow platform  features and functionality are introduced. 
  • Troubleshoot errors as they are received in ServiceNow systems related to but not limited to Orchestration with LDAP, 3rd party vendors, and workflow activities. 
  • Collaborate with IT administrators, systems analysts, and engineers to assist in resolving problems with operational processes or ServiceNow solutions. 
  • Run and monitor performance tests on new and existing ServiceNow environments for the purposes of correcting errors, isolating areas for improvement, and general debugging 
  • Recommend, schedule, and perform application/module improvements and upgrades 
  • Assist in the development and maintenance of user manuals and guidelines 
  • Perform other tasks as needed: analysis of product capabilities, coordinate vendor schedules, research questions from development groups, propose policy changes, arrange review sessions with technical personnel, troubleshoot project problems. 
  • Perform miscellaneous administration tasks related to ServiceNow ITSM initiatives  
  • Must maintain good relationships with our business partners and vendors. 
  • Design user acceptance test plans and support the execution of UAT. 
  • Provide end user training for new projects, initiatives, or enhancements.


    Professional Experience

    ServiceNow Certified Admin certification preferred
    Solid understanding of the application development & release process, including requirements gathering, analysis and design, contemporary testing methodologies, and deployment management

    Educational Background

    Bachelor’s Degree in computer science or other related field with 2+ years IT experience

    Conditions of Employment


    • Expert organizational and time management skills with the ability to prioritize multiple projects/initiatives
    • Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders and internal team members
    • Strong analytical skills are needed to critically evaluate the information gathered from multiple sources and translate high-level information into detailed requirements
    • Facilitation skills to assist gathering requirements in workshops and provide training to clients and internal team members
    • Use of industry recognized technologies in order to facilitate work environment


    Our long-term strategy underscores the understanding that our success depends on the dedication and capability of our team members. We are focused on attracting, retaining and empowering talented and dedicated people to build the best team in the equipment rental industry. We also seek to build a team that reflects the variety of people, cultures and communities we interact with every day and to create an inclusive, productive environment in which all team members feel valued and respected.


    Herc Rentals provides an excellent compensation and benefits package, which includes a competitive salary, retirement savings plan, tuition reimbursement, comprehensive medical, dental, vision care, life insurance coverage, paid vacation and holidays. 


    Herc does not discriminate in employment based on the basis of race, creed, color, religion, sex, age, disability, national origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factors.


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