Description

Key Skills: ServiceNow, Business Analysis, ITSM, CMDB, CSM, FSM, ATF, Process Analysis, Requirements Gathering, Testing

Good to Have Skills: ITOM, HRSD, SPM, Virtual Agentic AI, Predictive Intelligence, Workspace, Process Automation playbooks, Reporting, PA, Workflow/Flow designer, Service Portals/ESC, ITIL Expert or ITIL v3/v4 certification, ServiceNow CSA certification, Business Analyst certifications, global enterprise environments experience, project management software, Microsoft Office Suite proficiency.

Roles & Responsibilities:

• Partner with individuals across the organization at various levels including divisional business teams, product owners, IT teams and ServiceNow team members to facilitate user story gathering, testing and design sessions.
• Handle requirements gathering, business analysis implementation, support and services of development cycle using Agile Methodology, SAFe, and Waterfall approaches.
• Build ServiceNow ATFs and test cases and SOPs to ensure quality assurance and proper documentation.
• Design regression test suites for upgrades and new releases to maintain system stability and functionality.
• Translate business requirements into functional test cases and ensure traceability from requirements to test cases to validation results.
• Take responsibility for project goals and objectives, key process decisions and alignment with project stakeholders related to large projects.
• Translate business needs into functional specifications and process flows to bridge business requirements with technical implementation.
• Identify gaps, inefficiencies, and opportunities for automation and optimization within business processes and ServiceNow implementations.
• Define and own HLD and LLD from functional standpoint extending to business knowledge aspects as needed.
• Conduct research and analysis to support business decision-making and provide data-driven insights for strategic planning.
• Collaborate with stakeholders to identify and define project requirements ensuring alignment with business objectives and technical capabilities.
• Support the development of project plans and timelines, upgrade activities, and coordinate cross-functional team efforts.
• Prepare reports and presentations for management to communicate project status, findings, and recommendations effectively.
• Participate in meetings and provide input on business processes and improvements leveraging ServiceNow's evolving capabilities.
• Recommend continuous improvements leveraging ServiceNow's evolving capabilities to enhance operational efficiency and user experience.

Experience Required: 4+ years of experience in business analysis or related role with strong functional experience in ITSM, CMDB, Workflow/Flow designer, Service Portals/ESC, Virtual Agentic AI, Predictive Intelligence, Workspace, Process Automation playbooks. Good understanding of ServiceNow foundational data and data models for more than 2 applications (ITSM, CSM, HRSD, SPM). ITSM and CMDB experience is mandatory. CSM, ITOM, FSM experience is preferred.

Education: Bachelor's degree in Business Administration, Information Technology, or a related field

Key Skills

Education

Any Graduate