ServiceNow Business Analyst

ServiceNow Business AnalystPosition Summary
The ServiceNow Business Analyst is responsible for capturing business requirements, translating them into functional specifications, and supporting the design and enhancement of ServiceNow solutions.

This role partners closely with process owners, technical teams, and stakeholders to ensure that platform capabilities align with organizational needs and drive process improvement.

The ideal candidate combines strong analytical skills, process knowledge, and hands-on experience with the ServiceNow platform.

Key ResponsibilitiesBusiness Analysis & Requirements


* Engage with business stakeholders to gather, analyze, and document detailed business requirements, user stories, and acceptance criteria.


* Translate business needs into clear functional specifications and workflow designs for ServiceNow enhancements or new modules.


* Facilitate workshops, requirements sessions, and process mapping activities.

ServiceNow Solution Support


* Collaborate with ServiceNow developers and architects to validate proposed solutions and ensure alignment with best practices.


* Support configuration activities by providing necessary documentation, clarifying requirements, and performing functional validation.


* Assist in the creation and maintenance of ServiceNow workflows, forms, business rules, and other platform components (non-technical contribution).

Testing & Quality Assurance


* Develop test plans, test cases, and support UAT (User Acceptance Testing).


* Validate solutions against requirements to ensure quality and functionality.


* Identify, document, and track defects or enhancements.

Process Improvement & Governance


* Evaluate current processes and propose improvements leveraging ServiceNow capabilities.


* Ensure platform configurations follow organizational standards, governance, and ServiceNow best practices.


* Maintain process documentation, knowledge articles, and training materials for end users.

Stakeholder Management


* Act as the primary liaison between technical teams and business stakeholders.


* Communicate project progress, risks, and issues effectively.


* Provide support for change management activities and user onboarding.

QualificationsRequired


* 3-5+ years of experience as a Business Analyst, ideally with direct ServiceNow involvement.


* Strong understanding of ITSM frameworks (e.g., ITIL).


* Experience working in Agile/Scrum environments.


* Ability to create process documentation, workflow diagrams, and functional specifications.


* Excellent communication, critical thinking, and problem-solving skills.

Preferred


* ServiceNow CSA, ITSM, or other module certifications.


* Experience with multiple ServiceNow modules (ITSM, CSM, HRSD, ITOM, etc.).


* Experience with enterprise service management or digital workflow automation.


* Familiarity with reporting, dashboards, and data modeli...