ServiceNow Business Analyst

About The Role

ServiceNow Business Analyst

Key Responsibilities

Business Analysis & Process Design

• Lead discovery workshops with cross-functional stakeholders to understand business goals, current pain points, and workflow expectations.
• Document detailed business process flows, including entry/exit criteria, triggers, notifications, SLAs, and escalation matrices.
• Translate complex business requirements into clear functional specifications and user stories with acceptance criteria.
• Identify automation opportunities and propose optimized workflow solutions aligned to ServiceNow best practices.
  

ServiceNow Functional Expertise

• Work closely with ServiceNow architects and developers to design solutions across modules such as Flows, Case Management, Approvals, Forms, Integrations, and Orchestration.
• Validate feasibility of requirements within the platform and recommend alternative approaches when needed.
• Perform functional testing, UAT support, and release readiness assessments.
  

Program & Stakeholder Management

• Act as the central point of contact for all requirements, updates, and issue resolution.
• Coordinate with global stakeholders (product, engineering, operations, compliance, and leadership teams).
• Maintain project documentation, RAID logs, and decision registers.
• Communicate progress, timelines, and risks proactively to leadership.
  

Operational Ownership

• Ensure workflows meet enterprise standards for security, compliance, and auditability.
• Support change management, training material preparation, and end-user enablement.
• Monitor post-launch performance and drive continuous improvements.
  

Requirements

Required Skills & Experience

• 5–8 years of professional experience, with at least 3 years dedicated to ServiceNow workflow / case management projects.
• Strong understanding of ServiceNow data models, Flow Designer, business rules, integrations, and platform governance.
• Proven ability to create business process maps (BPMN), functional specs, and user stories.
• Experience with large-scale enterprise programs, preferably in technology or cloud domains.
• Excellent communication, stakeholder management, and documentation skills.
• Ability to work in fast-paced, ambiguous environments and convert open-ended ideas into structured deliverables.
  

Educational Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field is required.
• Master’s degree (MBA) is a plus, but not mandatory.
• Preferred:
• ServiceNow Certified Business Analyst, CSA (Certified System Administrator), or other relevant ServiceNow certifications.
• Certifications in Business Process Management (BPMN) or Agile/Scrum frameworks.