Business Analyst: ServiceNow

Core Skills: ITIL | Solution Analysis | ServiceNow (Basic Knowledge)|Business Process Design | SaaS & IT Strategy | Data-Driven Decision Making

Professional Summary:

Dynamic and detail-oriented Business Analyst with a foundationin IT Service Management (ITSM), solution analysis, and digital transformation.Proven ability to bridge the gap between business needs and technicalexecution, ensuring the delivery of high-quality, sustainable, and user-centricIT solutions. Equipped with practical knowledge of ITIL best practices andhands-on involvement in ServiceNow-based and other platform-ledimplementations.

Combines analytical thinking with a deep understanding oftechnology evolution and SaaS ecosystems to support organizations in drivingoperational excellence and continuous improvement.

Key Responsibilities & Contributions:

• Analyze and dissect complex business processes to identify pain points and recommend robust IT-enabled solutions.
• Conduct end-to-end requirements gathering and translate business needs into detailed functional and non-functional specifications.
• Ensure proposed solutions are available, stable, performant, secure, and scalable, adhering to enterprise architecture standards.
• Collaborate closely with Business Stakeholders, Solution Architects, Development, QA, and Change Management teams to shape and deliver solutions that align with strategic objectives.
• Drive business process optimization using ITIL-based frameworks, leading to increased service efficiency and quality.
• Support and guide decision-making through data analysis, dashboards, and visualization tools.
• Provide advisory on technology trends and recommend fit-for-purpose SaaS and cloud solutions, fostering digital maturity and innovation.
• Identify and promote reuse of existing assets and capabilities, ensuring cost-effective delivery and reduced time-to-market.
• Participate in UAT and solution validation, working with Business Process Owners to ensure solution fitness and readiness.
• Assist with go-live readiness, deployment planning, and post-implementation support, ensuring smooth transition and adoption.

Technical & Functional Expertise:

• Platforms: ServiceNow (basic to intermediate), Jira, Confluence, SharePoint
• Frameworks: ITIL v3/v4, Agile (Scrum/Kanban), Waterfall
• Tech Awareness: API integrations, SaaS architecture, ITSM modules, cloud adoption patterns

Requirements & Qualifications:

• Bachelors degree in Science, Engineering, Business Administration, or equivalent experience
• 4+ years of experience in Business Analysis or Solution Analyst roles, with strong exposure to IT projects and enterprise environments
• Understanding in process modeling, documentation, and stakeholder facilitation
• Understanding of ITIL concepts and how they apply to ITSM tool chains like ServiceNow
• Excellent communication skills (verbal and written), with an ability to simplify the complex for varied audiences
• Team player with high emotional intelligence, openness to feedback, and proactive mindset

Added Value:

• Experience working in cross-cultural and multi-vendor environments
• Ability to translate technical language into business-friendly terms
• Strong focus on user experience (UX) and service usability
• Passionate about continuous improvement, innovation, and change enablement