ServiceNow Business Analyst

Role Overview

We are seeking an experienced ServiceNow Business Analyst with strong expertise in IT Service Management (ITSM) and IT Operations Management (ITOM). The ideal candidate will act as a liaison between business stakeholders and technical teams, ensuring successful implementation and optimization of ServiceNow solutions.

Key Responsibilities:

• Gather, analyze, and document business requirements for ServiceNow ITSM and ITOM modules.
• Collaborate with stakeholders to define workflows, processes, and integrations.
• Translate business needs into functional specifications and user stories.
• Work closely with ServiceNow developers and architects to ensure accurate solution delivery.
• Conduct workshops, demos, and training sessions for end-users.
• Perform gap analysis and recommend best practices for ServiceNow implementations.
• Support testing, UAT, and deployment activities.
• Maintain documentation and ensure compliance with organizational standards.

Required Skills:

• ServiceNow Expertise:
• Strong knowledge of ITSM modules (Incident, Problem, Change, Request Management).
• Hands-on experience with ITOM modules (Discovery, Service Mapping, Event Management).
• Business Analysis Skills:
• Requirement gathering, process mapping, and documentation.
• Experience with Agile/Scrum methodologies.
• Technical Understanding:
• Familiarity with ServiceNow architecture, integrations, and workflows.
• Excellent communication and stakeholder management skills.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field.
• 10+ years of overall experience, with at least 8+ years in ServiceNow BA role.
• ServiceNow certifications (CSA, CIS-ITSM, CIS-ITOM) preferred.