ServiceNow Business Analyst

Experience-10+years

Position Overview

Key Responsibilities

Requirements Analysis & Documentation

• Gather, analyze, and document business requirements from stakeholders across various departments
• Conduct stakeholder interviews, workshops, and requirements gathering sessions
• Create detailed functional specifications and user stories
• Develop process flow diagrams and system interaction models
• Maintain requirements traceability matrix throughout project lifecycle
  

Technical Translation & Solution Design

• Convert business requirements into technical requirements for ServiceNow development teams
• Collaborate with technical architects to design optimal ServiceNow solutions
• Define system configurations, workflows, and integration requirements
• Create detailed technical documentation including data mapping and system specifications
• Ensure alignment between business objectives and technical implementation
  

Testing & Quality Assurance

• Develop comprehensive test plans and test cases based on business requirements
• Execute User Acceptance Testing (UAT) and coordinate with business users
• Perform functional testing of ServiceNow modules and integrations
• Identify defects and work with development teams for resolution
• Validate system performance against business requirements
  

Stakeholder Management

• Serve as primary liaison between business users and technical teams
• Facilitate requirements review sessions and approval processes
• Provide regular project updates and status reports to stakeholders
• Manage scope changes and impact assessments
• Conduct training sessions for end users on new ServiceNow functionalities
  

Required Qualifications

Technical Skills

• 6-8 years of Business Analysis experience with strong ServiceNow platform knowledge
• Deep understanding of ServiceNow platform architecture and capabilities
• Proficiency in ServiceNow modules including Service Catalog, Knowledge Management, Virtual Agent, and Integration Hub
• Experience with ServiceNow scripting concepts (Business Rules, Client Scripts, Workflows)
• Knowledge of Flow Designer, Orchestration, and Process Automation Designer
• Understanding of REST/SOAP APIs and integration patterns
• Familiarity with HTML, CSS, and basic JavaScript concepts
• Working knowledge of Service Desk operations, workflows, and ticketing systems
  

Business Analysis Expertise

• Strong experience in requirements gathering, analysis, and documentation
• Proficiency in creating functional specifications, user stories, and process documentation
• Experience with requirements management tools (JIRA, Confluence, etc.)
• Knowledge of business process modeling and workflow design
• Expertise in test planning, test case creation, and UAT execution
  

Industry Knowledge

• Strong understanding of ITSM, ITOM, ITBM processes, and Service Desk best practices.
• Knowledge of ITIL framework and service management best practices
• Experience with enterprise integration patterns and middleware technologies
• Understanding of Agile/Scrum methodologies and project management principles
  

Preferred Qualifications

Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS) in relevant modules
• ITIL Foundation certification
• Business Analysis certification (CBAP, CCBA, or PMI-PBA)
• Agile/Scrum certification