Description

You will serve as the primary liaison between business units and technical teams to drive ServiceNow adoption and optimization.

Responsibilities

• Gather and document detailed business requirements for ServiceNow modules (ITSM, ITOM, CSM, CMDB).
• Analyze current business processes and map streamlined workflows leveraging ServiceNow functionality.
• Design solutions with developers, ensuring alignment with business objectives and ITIL practices.
• Develop user stories, process flows, and use cases for system configurations and integrations.
• Coordinate User Acceptance Testing (UAT) to validate solutions meet business expectations before deployment.

Required Skills

• 5+ years of experience as a Business Analyst, including 3+ years focused on ServiceNow implementations.
• Deep understanding of ITSM, ITOM, CSM, and CMDB.
• Strong ability to analyze requirements and translate them into technical specifications.
• Proficiency in creating user stories, workflows, and process documentation.
• Proven stakeholder management skills across business, IT, and vendor groups.
• Strong analytical and problem-solving abilities to address complex business challenges.
• Solid understanding of ITIL frameworks.
• Experience with ServiceNow, REST/SOAP integrations, AWS, and Azure.

Key Skills

Education

Bachelor's degree