Description

You will gather, analyze, and document business and functional requirements for ServiceNow initiatives, translating them into user stories, process flows, and functional specifications.

This role is on-site.

Responsibilities

• Facilitate workshops and stakeholder meetings to define solution requirements for ServiceNow modules including ITSM, ITOM, HRSD, CSM, GRC, and SPM.
• Collaborate with developers, architects, QA teams, and project managers to ensure successful project delivery and implementation.
• 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 Skills

• 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.

Preferred Skills

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certification.
• ITIL Foundation certification.

Key Skills

Education

Bachelor's degree