ServiceNow Business Analyst (Mid-Senior Level)

Description

The ServiceNow Business Analyst is responsible for eliciting, analyzing, and documenting business requirements and translating them into functional ServiceNow solutions. This role partners closely with business stakeholders and ServiceNow technical teams to ensure platform configurations align with business processes and ITIL practices, without owning the underlying technical architecture.

Key Responsibilities

• Lead requirements gathering sessions with business stakeholders and SMEs
• Analyze and document current-state and future-state business processes
• Translate business needs into functional requirements, user stories, and acceptance criteria
• Collaborate with ServiceNow developers and architects to support solution design
• Assist with the configuration of workflows, forms, reports, and dashboards
• Coordinate and support User Acceptance Testing (UAT)
• Ensure alignment with ITIL processes (Incident, Change, Problem, Request)
• Support change management, training, and user adoption efforts
• Identify opportunities for continuous process improvement

Requirements

• 5+ years of experience as a Business Analyst
• 3+ years working directly with ServiceNow
• Strong knowledge of ITSM, ITOM, CSM, and CMDB from a functional perspective
• Experience creating user stories, process flows, and business documentation
• Ability to communicate effectively between business and technical teams
• Solid understanding of ITIL concepts
• ServiceNow Certified System Administrator (CSA) - required Role Characteristics
• Individual contributor
• Business-facing
• Limited scripting or architecture responsibility
• Does not own platform governance or integration design