Business Analyst

Job Description:

Position: ServiceNow Business Analyst and Implementation Specialist
Contract:6 months with Potential extension
Location: KL, Penang

Role purpose:Act as the link between business stakeholders and the ServiceNow platform team, translating process requirements into clear, buildable solutions and requirements across ITSM/ITOM/ITAM and other ServiceNow modules, including related workflows.

Key responsibilities

• Gather, review, and formalize business requirements, then convert them into user stories, acceptance criteria, and process flows.
• Assess current-state processes against ServiceNow out-of-the-box functionality, and advise on configuration options rather than customisation.
• Collaborate with developers and architects during backlog grooming, sprint planning, and design walkthroughs.
• Implement low-complexity configurations as needed, including forms, flows, catalogue items, and reports/dashboards.
• Lead UAT activities—covering test scenario execution, defect triage, and sign-off—while also preparing training materials, SOPs, and providing go-live support.
• Assist with data alignment, governance, and monitor post-release adoption.

Skills and experience

• 6-8 years business analysis experience, including 3+ years working with ServiceNow.
• Strong understanding of ITIL processes (Incident, Problem, Change, Request, CMDB); ITIL v4 Foundation preferred.
• Practical experience with ServiceNow modules including ITSM, ITOM, SPM/ITBM, HRSD, or CSM (as relevant).
• Agile/Scrum delivery experience, JIRA or ServiceNow Agile Development, with strong documentation skills (BRD/FSD, RTM).
• Proven stakeholder management abilities, with excellent written and verbal communication.
• ServiceNow CSA and CIS certifications desirable