Service Now - Business Analyst

Overview

Overview:

ServiceNow Business Analyst to join our team and act as the liaison between business stakeholders and the technical team. The ideal candidate will have strong knowledge of IT Service Management (ITSM) processes, a solid understanding of the ServiceNow platform, and the ability to translate business requirements into functional specifications.

Responsibilities

Key Responsibilities:

• Engage with stakeholders to gather, analyze, and document business requirements for ServiceNow implementations and enhancements.
• Translate business needs into functional and technical requirements in alignment with ServiceNow capabilities.
• Work closely with developers, architects, and administrators to ensure requirements are implemented effectively and meet business objectives.
• Support ServiceNow configuration activities such as forms, workflows, business rules, and integrations.
• Conduct workshops, interviews, and requirements sessions with end-users and process owners.
• Develop user stories, acceptance criteria, and process documentation.
• Support UAT (User Acceptance Testing) by preparing test cases, coordinating testing, and validating outcomes.
• Monitor and track requirements through the lifecycle, ensuring alignment with scope and goals.
• Provide end-user training and support materials when required.
• Identify opportunities for process optimization and improvements leveraging ServiceNow best practices.
  
  
  

• 5-8+ years of experience as a Business Analyst, preferably with exposure to ITSM/ITIL processes.
• 4+ years of hands-on experience with ServiceNow (any module: ITSM, ITBM, HRSD, CSM, etc.).
• Strong understanding of ServiceNow functionalities, capabilities, and limitations.
• Experience writing user stories, functional requirements, and process documentation.
• Familiarity with Agile/Scrum methodology.
• Excellent communication, stakeholder management, and problem-solving skills.
  
  
  

• Experience with ServiceNow modules beyond ITSM (HRSD, ITOM, SecOps, GRC, etc.).
• Knowledge of integration methods (REST, SOAP, APIs).
• Ability to perform light ServiceNow configuration (forms, fields, workflows).
• Prior consulting or client-facing experience.