ServiceNow Business Analyst

Role Overview: Act as a liaison between business stakeholders and the ServiceNow platform team — effectively translating process requirements into clearly defined, actionable specifications across ITSM/ITOM/ITAM and other ServiceNow modules along with associated workflows.

Primary Responsibilities

· Gather, analyze, and document business requirements; transform them into user stories, acceptance criteria, and process diagrams.

· Assess current-state processes against the out-of-the-box capabilities of ServiceNow; advocate for configuration rather than customization.

· Collaborate with developers and architects during backlog refinement, sprint planning, and design reviews.

· Configure low-complexity elements (such as forms, workflows, catalog items, reports/dashboards) when necessary.

· Lead User Acceptance Testing (UAT) — including test scenarios, defect management, approval processes — and develop training materials, standard operating procedures, and provide go-live assistance.

· Facilitate data alignment, governance, and the tracking of post-release adoption.

Qualifications and Experience

· 6–8 years of experience in business analysis, including over 3 years working with ServiceNow.

· Comprehensive understanding of ITIL processes (Incident, Problem, Change, Request, CMDB); ITIL v4 Foundation certification is preferred.

· Proficient in ServiceNow modules such as ITSM, ITOM, SPM/ITBM, HRSD, or CSM (as applicable).

· Experience with Agile/Scrum methodologies, JIRA or ServiceNow Agile Development, and proficient in documentation (BRD/FSD, RTM).

· Strong skills in stakeholder engagement and exceptional written/verbal communication.

· ServiceNow CSA and CIS certifications are advantageous;