Description

ServiceNow Business Analyst owning requirements translation, backlog management, and technical feasibility validation for ITSM and CMDB initiatives.

Responsibilities

• Gather, analyze, and document business requirements for ServiceNow BAU and enhancements, converting them into user stories, acceptance criteria, and functional specifications.
• Manage backlog priorities, participate in sprint planning, and support UAT planning, execution, and defect triage.
• Validate technical solution approaches against ServiceNow platform capabilities, ensuring designs are upgrade-safe, scalable, and leverage out-of-the-box features.
• Collaborate with developers and architects to identify technical impacts, dependencies, and risks early in the lifecycle.
• Maintain comprehensive documentation including BRDs, process flows, SOPs, and training materials while enforcing scope boundaries.

Required Skills

• 6–10+ years of experience as a Business Analyst with a dedicated focus on the ServiceNow platform.
• Strong functional knowledge of ServiceNow core modules: ITSM (Incident, Problem, Change), Asset Management (HAM/SAM), CMDB, Service Catalog, and Knowledge Management.
• Hands-on understanding of ServiceNow architecture, including tables, fields, UI policies, Flow Designer, and the RITM to SCTASK lifecycle.
• Ability to read and interpret technical components such as Business Rules, Client Scripts, and Script Includes to assess feasibility.
• Proven experience with Agile/Scrum delivery models, including backlog grooming, sprint planning, and retrospectives.
• Strong ITIL process knowledge and ability to articulate concepts related to REST integrations and MID Server workflows.
• Excellent stakeholder communication skills with experience managing US-based customer expectations.
• Bachelor's degree in a related field or equivalent professional experience.

Preferred Skills

• Experience with Application Portfolio Management, Business Continuity Management, or SecOps (SIR/VR).
• Conceptual understanding of data imports, CMDB health impacts, and integration architectures.

Key Skills

Education

Bachelor's degree