• *No 3rd party recruiters or candidates**
Position is mostly remote, but candidate must be willing to report onsite in Houston, TX periodically for ‘go live’ in 2027.
Job Title: ServiceNow Business Analyst – Legal Service Delivery (LSD) & Operations
Position Summary
Our healthcare client is seeking an experienced ServiceNow Business Analyst to support the implementation, enhancement, and ongoing optimization of the ServiceNow Legal Service Delivery (LSD) platform. This individual will partner closely with Legal, Compliance, Privacy, IT, and business stakeholders to analyze business processes, gather requirements, and translate operational needs into scalable ServiceNow solutions.
The ideal candidate has a strong background in ServiceNow Business Analysis, Legal Service Delivery workflows, and enterprise process improvement, with the ability to bridge business and technical teams in a highly regulated healthcare environment.
Key Responsibilities
• Partner with Legal Operations, Compliance, Privacy, Risk Management, and IT stakeholders to gather, document, and validate business requirements.
• Analyze existing legal service delivery processes and identify opportunities for automation, workflow optimization, and operational efficiency.
• Translate business requirements into detailed functional specifications, user stories, acceptance criteria, process flows, and solution documentation.
• Collaborate with ServiceNow developers, architects, QA teams, and project managers throughout the software development lifecycle.
• Support implementation and enhancement of the ServiceNow Legal Service Delivery (LSD) module, including:
• Legal Intake
• Matter Management
• Legal Requests
• Document Management
• Knowledge Management
• Approvals and Workflow Automation
• Facilitate requirements gathering sessions, workshops, stakeholder interviews, and user acceptance testing (UAT).
• Coordinate testing activities, validate system functionality, and ensure solutions meet business expectations.
• Identify risks, gaps, and process improvement opportunities while recommending best practices.
• Develop process maps, training materials, user documentation, and standard operating procedures.
• Support change management efforts and end-user adoption initiatives.
• Ensure solutions comply with healthcare regulatory requirements, data privacy standards, and organizational governance.
• Participate in Agile ceremonies including backlog refinement, sprint planning, reviews, and retrospectives.
Required Qualifications
• Bachelor’s degree in Business, Information Systems, Healthcare Administration, or related field.
• 5+ years of Business Analyst experience supporting enterprise software implementations.
• 3+ years of hands-on experience with the ServiceNow platform.
• Experience implementing or supporting ServiceNow Legal Service Delivery (LSD) or Legal Operations solutions.
• Strong experience gathering business requirements and translating them into technical solutions.
• Experience creating:
• Business Requirements Documents (BRDs)
• Functional Specifications
• User Stories
• Process Maps
• Workflow Diagrams
• Acceptance Criteria
• Strong understanding of SDLC methodologies including Agile and Scrum.
• Experience facilitating stakeholder meetings across multiple business units.
• Excellent analytical, communication, and documentation skills.
Preferred Qualifications
• Experience within a healthcare, hospital, or highly regulated industry.
• Knowledge of legal operations, contract lifecycle management, matter management, or legal intake processes.
• Experience with healthcare regulations including HIPAA, privacy, and compliance requirements.
• Familiarity with ServiceNow Platform capabilities including:
• Flow Designer
• IntegrationHub
• Performance Analytics
• Service Catalog
• Workflow Automation
• ServiceNow Certified System Administrator (CSA) preferred.
• ServiceNow Certified Implementation Specialist (Legal Service Delivery) preferred.
• Experience with Jira, Azure DevOps, Confluence, or similar Agile tools.
Desired Skills
• Business Process Analysis
• Requirements Elicitation
• Process Mapping
• Workflow Design
• Stakeholder Management
• Legal Operations
• ServiceNow Legal Service Delivery (LSD)
• Agile/Scrum
• User Acceptance Testing (UAT)
• Change Management
• Root Cause Analysis
• Healthcare Compliance
• Cross-functional Collaboration
• Documentation & Training
Success in This Role
The successful candidate will be able to partner effectively with both business and technical teams, understand complex legal and operational workflows, and drive ServiceNow solutions that improve efficiency, transparency, and compliance across the Legal organization while supporting the unique needs of a healthcare environment.
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