ServiceNow Business Analyst

Key Responsibilities

• Collaborate with business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow implementations and migrations.
• Translate business requirements into functional stories and acceptance criteria for developers within Agile/Scrum environments.
• Support migration activities from legacy instances — focusing on Service Catalogs, CMDB, and Inbound Actions under the ITSM scope.
• Partner with architects and developers in the SAM SaaS License Management workstream to define requirements, validate workflows, and support license management configurations.
• Work closely with HR and IT teams to support migration of existing custom-built HR service catalogs into the HRSD module.
• Conduct UAT planning and execution, ensuring that functional requirements are met.
• Act as a liaison between technical and functional teams, ensuring clarity and traceability throughout the delivery lifecycle.
• Prepare and maintain process documentation, configuration guides, and functional specifications.
• Support the Project Manager with planning, sprint reviews, and progress tracking.
• Optionally serve as Scrum Master for HR Migration workstream — facilitating stand-ups, backlog grooming, and sprint ceremonies.
  

Required Skills And Experience

• 3–7 years of experience as a Business Systems Analyst or Functional Consultant on ServiceNow platform projects.
• Solid understanding of ServiceNow ITSM modules (especially Service Catalog, CMDB, and Incident/Change/Request Management).
• Exposure to HRSD and/or SAM (Software Asset Management) modules is highly desirable.
• Experience in requirements elicitation, process mapping, and documentation using tools like Jira, Confluence, or equivalent.
• Strong knowledge of Agile/Scrum methodologies.
• Excellent communication, stakeholder management, and analytical skills.
• Ability to work in fast-paced environments with tight delivery timelines.
  

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM/HR/SAM.
• Familiarity with ServiceNow migration projects (legacy to new instance).
• Experience working alongside developers, architects, and PMs on large-scale ServiceNow programs.
• ITIL Foundation certification preferred.