Servicenow Business Analyst

Role & responsibilities

• Act as a liaison between business stakeholders and technical teams to define business requirements for ServiceNow projects.
  
• Gather and document business requirements, process flows, and functional specifications for ServiceNow implementations and enhancements.
  
• Analyze and assess existing business processes to identify opportunities for improvement and automation using ServiceNow.
  
• Design and optimize workflows, forms, reports, and dashboards to meet business needs and ServiceNow best practices.
  
• Collaborate with stakeholders to design, configure, and implement ServiceNow modules, including ITSM (Incident, Problem, Change, Service Catalog), ITAM (Asset Management), ITOM (Discovery, Event Management, Orchestration), and other ServiceNow applications.
  
• Facilitate requirements workshops, gather user feedback, and conduct functional testing for ServiceNow solutions.
  
• Lead and support user acceptance testing (UAT) and provide guidance on testing strategies.
  
• Ensure proper documentation of requirements, processes, and solutions throughout the project lifecycle.
  
• Support ServiceNow implementations, ensuring that solutions align with business objectives and ServiceNow capabilities.
  
• Provide training and knowledge transfer to end-users and business stakeholders.
  
• Collaborate with the ServiceNow development team to ensure technical solutions meet business requirements and project timelines.
  
• Conduct post-implementation reviews to ensure the solution delivers business value and identify areas for improvement.
  

Skills Required

• 8+ years of experience as a Business Analyst, with a focus on ServiceNow platform and ITSM/ITAM/ITOM solutions.
  
• Strong knowledge of ServiceNow modules such as ITSM (Incident, Problem, Change, Service Catalog), ITAM (Asset Management), ITOM (Discovery, Event Management), and others.
  
• Excellent skills in business process analysis, requirements gathering, and documentation.
  
• Experience with ServiceNow workflows, process automation, and configuration.
  
• Familiarity with ITIL processes and frameworks, especially ITIL v3 or ITIL 4.
  
• Strong understanding of ServiceNow platform capabilities and best practices.
  
• Ability to facilitate meetings, workshops, and conduct interviews with business stakeholders to gather requirements.
  
• Excellent communication, documentation, and presentation skills.
  
• Ability to work in an Agile environment and manage multiple tasks and priorities.
  
• Ability to manage stakeholder expectations and handle conflicting requirements.
  
• Bachelor's degree in Computer Science, Business Administration, or a related field.