Strategic Enterprise Workflow Developer

ServiceNow Principal Business Analyst

This role facilitates business partnership and value proposition, driving requirements and design sessions to define solutions for key opportunities.

• The ServiceNow Principal Business Analyst leads the analysis, design, and optimization of enterprise workflows built on the ServiceNow platform.
• Partners with stakeholders to identify requirements, drive process improvements, and ensure successful ServiceNow implementations and enhancements. Key Responsibilities:
• Builtservice strategy and lifecycle governance for the ServiceNow product (CSM).
• Identifies business-led delivery opportunities and provides consultative support in understanding trade-offs and developing consensus.
• Leads workshops with stakeholders to gather, analyze, and document requirements for ServiceNow implementations and enhancements.
• Conducts process definition, re-engineering, and gap analysis of current and future-state business processes.
• Translates business requirements into functional specifications, user stories, and acceptance criteria for technical teams.
• Prepares and maintains documentation such as requirements, design specs, test plans, and user guides.
• Leads customer design workshops and supports user acceptance testing.
• Remains current with ServiceNow platform updates and CSM industry trends.
• Collaborates with project managers to monitor scope, resolve issues, and ensure successful delivery. Qualifications:
• 8 years of experience as a business analyst with a focus on ServiceNow, preferably CSM module expertise.
• 5 years in process analysis, requirements gathering, and solution design for developing ServiceNow workflows.
• Excellent communication, facilitation, and stakeholder management abilities.
• 2 years of experience leading cross-functional teams and mentoring junior staff.
• Familiarity with agile methodologies and documentation standards. Preferred Qualifications:
• ServiceNow business analyst/project experience Now Assist.
• Familiarity with data governance, data quality, and data security best practices.
• ServiceNow certifications (CSA, CAD) are highly preferred.