Description

You will own the functional analysis and implementation lifecycle for ServiceNow initiatives.

Responsibilities

• Gather, document, and validate business requirements from stakeholders and process owners for ServiceNow projects.
• Analyze current ITSM processes (Incident, Problem, Change, Request, Knowledge) and recommend improvements within the ServiceNow platform.
• Translate documented business needs into functional and technical specifications for development teams.
• Conduct workshops and User Acceptance Testing (UAT) sessions to validate implemented functionality.
• Serve as the functional Subject Matter Expert (SME) for ITSM processes on the platform.

Required Skills

• 4-8 years of experience as a Business Analyst, with at least 3 years focused on ServiceNow ITSM.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Strong working knowledge of ITIL processes and their mapping to ServiceNow workflows.
• Hands-on experience with core ITSM modules: Incident, Problem, Change, Request, and Knowledge Management.
• Proficiency in requirement gathering, process mapping, and functional documentation.
• Ability to translate business needs into clear, actionable technical requirements.
• Experience operating within an Agile/Scrum development environment.
• Strong communication skills to collaborate with cross-functional teams.

Preferred Skills

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist - ITSM.
• Exposure to additional ServiceNow modules such as ITOM, CMDB, HRSD, or CSM.

Key Skills

Education

Bachelor's degree