ServiceNow Business Analyst – ITSM & HRSD

Job Description – Senior BSA (HRSD & ITSM)

Role: Senior Business Systems Analyst (BSA) – HRSD & ITSM

Experience: 5–8 Years

Job Summary

We are seeking an experienced Business Systems Analyst (BSA) with expertise in ServiceNow HR Service Delivery (HRSD) and IT Service Management (ITSM). The ideal candidate will work closely with business stakeholders, product owners, architects, and development teams to analyze business requirements and support the delivery of scalable ServiceNow solutions.

The role requires strong analytical skills, stakeholder management, requirement gathering, and experience supporting HRSD and ITSM implementations and enhancements.

Key Responsibilities

Collaborate with HR, IT, and business stakeholders to gather, analyze, and document business and functional requirements. Conduct workshops and requirement discussions for HRSD and ITSM initiatives. Translate business requirements into user stories, process flows, and functional specifications. Support implementation and enhancement activities for ServiceNow HRSD and ITSM modules. Work closely with development and QA teams throughout the project lifecycle. Employee Center HR Case Management Lifecycle Events Knowledge Management Incident Management Problem Management Change Management Request Management Service Catalog Participate in UAT planning, testing, and defect tracking activities. Assist in process improvement and automation initiatives. Ensure adherence to platform and process best practices. Work effectively within Agile/Scrum delivery environments.

Required Skills & Qualifications

5–8 years of experience as a Business Systems Analyst, Functional Consultant, or similar role. Strong experience with ServiceNow HRSD and ITSM modules. Good understanding of HR and IT service management processes. Experience in requirement gathering, process mapping, and documentation. User Stories BRDs / FRDs Process Flows UAT Test Cases Functional Documentation User Stories BRDs / FRDs Process Flows UAT Test Cases Functional Documentation Experience working in Agile/Scrum teams. Strong communication, coordination, and stakeholder management skills. Strong analytical and problem-solving abilities.

Preferred Qualifications

ServiceNow HRSD and/or ITSM certification preferred. Knowledge of ITIL processes and framework. Exposure to integrations and APIs is a plus. Experience working in enterprise ServiceNow implementations preferred.

Soft Skills

Strong ownership and accountability Good communication and collaboration skills Ability to manage multiple priorities Client-focused mindset Proactive and solution-oriented approach