Business Analyst - ServiceNow

Job Summary

ServiceNow Business Analyst with strong expertise in ITSM, SPM (Strategic Portfolio Management), and ServiceNow AI/Now Assist AI.

Key Responsibilities

• Requirement Gathering & Analysis
• Conduct detailed requirement-gathering sessions with business stakeholders and clients.
• Analyze business needs and translate them into functional and technical requirements.
• Work closely with technical teams to ensure requirements are understood and implemented accurately.
  

ServiceNow Project Delivery

• Lead and support ServiceNow project implementations across various modules.
• Collaborate with development teams to ensure timely and quality delivery.
• Participate in solution design, configuration review, testing, and deployment activities.
  

Documentation & Story Writing

• Create and maintain high-quality documentation including:
• BRD (Business Requirements Document)
• FRD (Functional Requirements Document)
• HLD (High-Level Design)
• LLD (Low-Level Design)
• Write clear and concise user stories, acceptance criteria, and process flows.
  

Client Interaction & Communication

• Act as a primary point of contact for clients and stakeholders.
• Conduct workshops, presentations, and demos to explain solution approaches.
• Manage expectations and ensure smooth communication across teams.
  

ServiceNow Expertise

• Strong understanding of ServiceNow platform capabilities, ITSM processes, and best practices.
• Hands-on experience working with SPM (Strategic Portfolio Management) including demand management, project portfolio, resource management, etc.
• Experience with ServiceNow AI and Now Assist AI features to build intelligent workflows and automation.
  

Required Skills & Qualifications

• 5 to 10 years of total experience with at least 4+ years as a ServiceNow Business Analyst.
• Strong expertise in ITSM, SPM, and ServiceNow AI / Now Assist AI.
• Proven experience in requirement gathering, process mapping, and stakeholder management.
• Strong documentation skills (BRD, FRD, HLD, LLD, user stories).
• Experience working in Agile/Scrum environments.
• Excellent communication, analytical, and problem-solving skills.