Description

Key Responsibilities

Gather, analyze, and document business and functional requirements for ServiceNow initiatives.

Facilitate workshops, stakeholder meetings, and solution discussions with business and technical teams.

Translate requirements into user stories, process flows, and functional specifications.

Support implementation and enhancement activities across ServiceNow modules including ITSM, ITOM, HRSD, CSM, GRC, and SPM.

Collaborate with developers, architects, QA teams, and project managers to ensure successful project delivery.

Identify opportunities for process improvement aligned with ITIL and service management best practices.

Participate in Agile/Scrum activities including sprint planning, backlog refinement, and testing support.

Assist with user acceptance testing (UAT), training, and post-deployment support.

Required Qualifications

12+ years of experience as a Business Analyst, Process Consultant, or similar role.

Minimum 2+ years of hands-on experience working with the ServiceNow platform.

Experience with one or more ServiceNow modules: ITSM, ITOM, HRSD, CSM, GRC, or SPM.

Strong understanding of ITIL framework and IT Service Management best practices.

Proven ability to lead requirements gathering sessions and engage with senior stakeholders.

Experience creating documentation such as user stories, workflows, BRDs, and functional design documents.

Familiarity with Agile/Scrum methodologies.

Excellent communication, analytical, and organizational skills.

Preferred Qualifications

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Implementation Specialist (CIS) certification in one or more modules

ITIL Foundation certification

Key Skills

Education

Bachelor's degree