Description

Own the end-to-end business analysis lifecycle for ServiceNow implementations, bridging the gap between stakeholder needs and technical execution.

Responsibilities

• Gather and document detailed business requirements for ITSM, ITOM, CSM, and CMDB modules.
• Map existing business processes to identify improvement areas and propose streamlined workflows.
• Design solution architectures that align with ITIL best practices and business objectives.
• Develop user stories, process flows, and use cases for configurations, customizations, and integrations.
• Coordinate User Acceptance Testing (UAT) and support change management for upgrades.

Required Skills

• 5+ years of experience as a ServiceNow Business Analyst.
• 3+ years specifically focused on ServiceNow implementations and process automation.
• Deep understanding of ITSM, ITOM, CSM, and CMDB functionalities.
• Proficiency in translating business requirements into technical specifications and user stories.
• Strong knowledge of ITIL frameworks and their application within ServiceNow.
• ServiceNow Certified System Administrator (CSA) certification.
• Experience facilitating stakeholder communication and managing expectations.

Preferred Skills

• Experience with Agile/Scrum methodologies, including sprint planning and retrospectives.
• Familiarity with ServiceNow integrations (REST/SOAP) and data migration projects.
• Knowledge of advanced features such as Flow Designer, Virtual Agent, or Performance Analytics.

Key Skills

Education

Any Gradute