ServiceNow Business Analyst

Business Process Analyst (ServiceNow)Overview
ServiceNow is a key global platform used across Schneider Electric to support and enhance business processes throughout the organization.

The ServiceNow Front Office team manages relationships with internal and external partners, ensuring alignment with business needs, demand management practices, process governance, communication, and training.

The Business Process Analyst (BA) plays a critical role in enabling the effective use of the ServiceNow platform by partnering with Service Owners, requesters, architecture teams, and process stakeholders.

The BA ensures that requirements are understood, aligned with platform strategy, and efficiently delivered through standardized demand and governance processes.

Key Responsibilities1.

Collaboration with Service Owners and Requesters


* Manage incoming ServiceNow requests and enhancements through the Demand Management process.


* Validate and clarify business requirements with requesters as needed.


* Ensure requests align with ServiceNow platform strategy, governance, and business goals.


* Partner with ServiceNow Architecture and Operations teams to confirm requirements and design intent.


* Support communication and end-user training associated with enhancements or new solutions.

2.

Support the Demand Management Process


* Contribute to the continuous improvement and definition of the end-to-end Demand Management process as new capabilities are onboarded.


* Communicate process expectations and updates to stakeholders.


* Partner with Platform Architecture and Operations teams to help prioritize incoming demand based on strategy, value, and capacity.

3.

Module Relationship Management
The ServiceNow platform includes modules supporting IT, HR, Third Party Risk Management, Strategic Portfolio Management, Software Asset Management, and more.

The BA will serve as a key point of contact for one or more assigned modules by:


* Ensuring adoption of best business and process practices for assigned modules.


* Collaborating with internal and external technical teams, including architects and developers.


* Partnering with Business Process Experts and other business stakeholders to ensure global alignment.


* Supporting communication and training efforts related to assigned modules.


* Identifying and recommending opportunities for process innovation, automation, and improvements.

QualificationsRequired


* Bachelor's degree in Information Technology, Computer Science, Business, or related field.


* 5+ years of experience working with ServiceNow (ITSM required; additional modules preferred).


* ITIL or other formal service management certifications.


* Experience working in global teams and collaborating across regions and time zones.


* Strong ability to manage multiple priorities, meet deadlines, and work in a fast-paced environment.


* Excellent verbal and written communication ski...