ServiceNow Business Analyst – ITSM

ServiceNow Business Analyst (ITSM)

IT Service Management (ITSM)

Key Responsibilities

• Work closely with stakeholders, process owners, and technical teams to gather, document, and validate business requirements for ServiceNow initiatives.
• Analyze existing ITSM processes (Incident, Problem, Change, Request, Knowledge, etc.) and recommend improvements leveraging ServiceNow capabilities.
• Translate business requirements into functional and technical specifications for ServiceNow development.
• Collaborate with ServiceNow developers to ensure delivered solutions align with requirements and business goals.
• Conduct workshops and UAT sessions with business users to validate functionality and ensure successful implementation.
• Maintain a detailed understanding of ServiceNow modules, releases, and platform capabilities.
• Create and maintain documentation, including process flows, requirement traceability, and test cases.
• Support configuration reviews, defect management, and release coordination activities.
• Serve as the functional subject matter expert (SME) for ITSM processes within the ServiceNow platform.
  

Required Skills And Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 4–8 years of experience as a Business Analyst, with at least 3 years in ServiceNow ITSM.
• Strong understanding of ITIL processes and how they map to ServiceNow workflows.
• Hands-on experience with ITSM modules such as Incident, Problem, Change, Request, and Knowledge Management.
• Experience in requirement gathering, process mapping, and functional documentation.
• Strong collaboration and communication skills to engage with cross-functional teams and stakeholders.
• Ability to translate business needs into clear, actionable technical requirements.
• Experience in working in an Agile / Scrum environment.
  

Preferred / Nice-to-Have Skills

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist – ITSM.
• Exposure to additional ServiceNow modules such as ITOM, CMDB, HRSD, or CSM.
• Experience with data analysis, reporting, or dashboard creation in ServiceNow.
• Basic knowledge of ServiceNow scripting or workflow configuration.
• Familiarity with integration projects involving ServiceNow and other enterprise systems.
  

Soft Skills

• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• High attention to detail with a customer-centric approach.
• Ability to manage multiple priorities and meet tight deadlines.