ServiceNow Business Analyst

We are seeking a detail-oriented and results-driven ServiceNow Business Analyst to support our digital transformation and IT service management initiatives. You will work closely with stakeholders to gather requirements, analyze business processes, and ensure successful implementation and enhancement of the ServiceNow platform.

Key Responsibilities:

• Collaborate with stakeholders to understand business needs and translate them into functional requirements for ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM).

• Document business processes, workflows, use cases, and user stories.

• Work with ServiceNow developers and technical teams to design and deliver effective solutions.

• Conduct gap analysis between current and future state processes.

• Support user acceptance testing (UAT) and change management activities.

• Maintain a backlog of enhancements, defects, and improvements for the ServiceNow platform.

• Create and manage ServiceNow reports, dashboards, and performance analytics.

• Ensure the ServiceNow implementation aligns with ITIL best practices.

• Act as a liaison between business units and technical teams to ensure successful delivery of solutions.

Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.

• Strong understanding of ITSM processes and frameworks (e.g., ITIL).

• Experience with at least one ServiceNow module (e.g., Incident, Change, Problem, Request).

• Excellent communication, facilitation, and documentation skills.

• Proficiency in tools such as JIRA, Confluence, Microsoft Office, Visio, etc.

• ServiceNow Certified System Administrator or ITIL certification is a plus.

Preferred Skills:

• Experience with Agile/Scrum methodologies.

• Knowledge of integrations between ServiceNow and third-party systems.

• Familiarity with HR, Facilities, or Customer Service modules in ServiceNow.