Description

You will serve as the primary liaison between business stakeholders and ServiceNow development teams, translating complex requirements into actionable technical specifications. You will own the end-to-end documentation lifecycle, ensuring clarity and alignment with platform capabilities.

Responsibilities

• Gather and analyze business requirements for ServiceNow initiatives, converting them into user stories, acceptance criteria, and functional specifications.
• Design requirements that leverage out-of-the-box capabilities before considering customization, ensuring solutions are upgrade-safe and scalable.
• Collaborate with developers and architects to review technical design documents, identifying risks, dependencies, and integration impacts early.
• Support UAT planning, execution, and defect triage while maintaining BRDs, process flows, and training materials.
• Facilitate sprint planning, backlog grooming, and retrospectives, acting as the single point of contact for scope management.

Required Skills

• 6–10+ years of experience as a Business Analyst with a strong focus on the ServiceNow platform.
• Deep functional knowledge of ITSM (Incident, Problem, Change), Asset Management (HAM/SAM), CMDB, and Service Catalog.
• Experience with Agile/Scrum delivery models, including sprint planning and backlog management.
• Strong understanding of ServiceNow architecture, including tables, fields, UI policies, workflows, and Flow Designer.
• Ability to interpret RITM to SCTASK lifecycles, fulfillment models, approvals, and SLAs.
• Conceptual understanding of integrations (REST, MID Server), Business Rules, and Client Scripts.
• Excellent stakeholder communication skills with experience working with US-based customers.

Preferred Skills

• Familiarity with Application Portfolio Management, Business Continuity Management, and SecOps (SIR/VR).
• Experience supporting data-related discussions involving imports and CMDB impacts.

Key Skills

Education

Any Gradute