ServiceNow BA

ServiceNow Business Analyst Role

We are seeking a skilled and motivated ServiceNow Business Analyst with ITIL experience to join our team. The ideal candidate will have a strong business acumen, excellent communication skills, and a deep understanding of ServiceNow capabilities and ITIL framework.

The ServiceNow Business Analyst will play a critical role in understanding business needs and translating them into functional requirements and solutions within the ServiceNow platform, focusing on aligning processes with ITIL best practices. As part of this role, you will work closely with stakeholders, development teams, and other IT functions to ensure successful ServiceNow implementations that adhere to ITIL principles and meet business objectives.

Responsibilities include:

1. Requirements gathering: Collaborate with stakeholders, including business users, IT teams, and subject matter experts, to gather and document business requirements related to ServiceNow applications and modules, emphasizing ITIL processes.

2. ITIL process alignment: Analyze existing business processes and workflows, ensuring they align with ITIL best practices while identifying opportunities for process improvement.

3. Functional specifications creation: Develop clear and detailed functional specifications for ServiceNow configurations, customizations, and integrations, taking into account ITIL guidelines.

4. Solution design: Work closely with ServiceNow developers and architects to design solutions that adhere to ITIL principles while addressing business needs.

5. Data analysis: Analyze data requirements for ServiceNow applications, including data sources, data mappings, and data transformations, maintaining accurate and relevant ITIL-related data.

6. User experience (UX) design: Collaborate with UX designers to ensure intuitive and user-friendly interfaces for ServiceNow applications, considering ITIL user experience requirements.

7. Documentation preparation: Prepare comprehensive documentation, including user stories, use cases, process flows, and requirements traceability matrices, with specific attention to ITIL processes.

8. Change management support: Assist in change management activities, including impact analysis, stakeholder communication, and user training, while considering ITIL change management principles.

9. Testing collaboration: Work with QA analysts to ensure that testing aligns with defined requirements, including ITIL-related test scenarios and validation of ITIL process adherence.

10. Continuous improvement: Stay up-to-date with ServiceNow releases, features, ITIL guidelines, and best practices to continuously enhance your knowledge and contribute to process improvements.