ServiceNow Business Analyst

As a ServiceNow Business Analyst, you will play a key role in bridging the gap between business needs and technical solutions within the ServiceNow platform. You will be responsible for gathering and analyzing requirements, designing workflows, and ensuring the efficient implementation of ServiceNow solutions. You will work closely with stakeholders, developers and architects to align the platform s capabilities with organizational goals, improving IT service management processes and delivering value to the business.

Responsibilities:

• Collaborate with stakeholders to gather, analyze, and document business requirements for ServiceNow implementations and enhancements.
• Translate business needs into detailed functional requirements and workflows.
• Serve as the primary liaison between business units and the ServiceNow development team.
• Conduct workshops and meetings to identify business goals, challenges, and opportunities for improvement.
• Collaborate with ServiceNow architects to determine and agree upon optimal solutions.
• Evaluate and recommend ServiceNow solutions to address business challenges, ensuring alignment with best practices.
• Create and maintain comprehensive documentation, including requirements, process flows, and user stories.
• Support user acceptance testing (UAT) by facilitating testing activities.
• Analyze the impact of new ServiceNow features and upgrades on existing business processes and provide recommendations.
• Ensure that non-functional requirements such as data integrity, usability, and scalability are considered in solutions.
• Provide support to end-users to maximize adoption and efficiency of ServiceNow solutions.

Education and Work Experience:

• Minimum of 4 years of experience as a Business Analyst or similar role, with at least 3 years focused on ServiceNow.
• Proven experience gathering and translating business requirements into technical solutions.
• Demonstrated ability to design and document workflows, functional specifications, and user stories for ServiceNow projects.
• Experience with IT Service Management (ITSM), Configuration Management Database (CMDB), Request Management, and other core ServiceNow modules.
• Familiarity with ServiceNow platform capabilities and best practices.
• Experience with Agile methodologies, including user story creation and backlog grooming.
• Familiarity with JIRA.
• ITIL certification is preferred.
• Previous experience as a ServiceNow developer or administrator is a strong plus.

Skills and Knowledge:

• Strong communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
• Exceptional analytical and problem-solving skills, with attention to detail.
• Ability to prioritize tasks and manage multiple projects in a fast-paced environment.
• Strong organizational skills and the ability to document and present findings clearly.
• A collaborative mindset and the ability to work effectively in cross-functional teams.
• Knowledge of IT service management processes and frameworks, with the ability to align technical solutions with business objectives.

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