Description

Own the business analysis lifecycle for ServiceNow HRSD and ITSM implementations, translating requirements into functional specifications.

This role is on-site.

Responsibilities

• Gather and document business requirements for HRSD and ITSM initiatives through stakeholder workshops.
• Translate business needs into functional specifications, user stories, and process flows.
• Configure and support workflows for Case Management, Knowledge Management, Employee Center, and Catalog Items.
• Perform gap analysis and recommend process optimizations aligned with ServiceNow best practices.
• Support UAT, release planning, deployment, and training activities.

Required Skills

• 5+ years as a Business Analyst with hands-on ServiceNow HRSD and ITSM experience.
• Strong understanding of HR case management, employee workflows, and incident/request lifecycles.
• Experience with SLAs, service catalogs, and process optimization.
• Proficiency in Agile/Scrum delivery models.
• Ability to translate business requirements into platform-ready functional requirements.
• Familiarity with ServiceNow integrations, reporting, dashboards, and automation.
• Excellent stakeholder management and communication skills.

Preferred Skills

• ServiceNow Certifications (CSA, CIS-HRSD, or CIS-ITSM).
• Experience in enterprise digital transformation programs.

Key Skills

Education

Any Gradute