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Key Responsibilities • Requirement Gathering & Analysis o Engage with stakeholders to elicit, analyze, and document business requirements. o Translate requirements into user stories, functional specifications, and acceptance criteria. o Conduct workshops and Show & Tell sessions with customers to validate requirements. • End-to-End Implementation Support o Actively contribute to ServiceNow application implementations from requirement to go-live. o Ensure business processes are aligned with ServiceNow Out-of-the-Box (OOB) capabilities to minimize customizations. o Collaborate with developers, architects, and QA to ensure requirements are delivered accurately. • Stakeholder Management o Act as a bridge between business stakeholders and technical teams. o Manage expectations and provide regular updates on requirements, progress, and risks. o Build strong relationships across business and IT teams to ensure smooth delivery. • Documentation & Testing o Prepare BRDs, user stories, use cases, process flows, and test scenarios. o Support UAT by validating test cases and clarifying requirements. • Continuous Improvement o Recommend process and platform improvements leveraging new ServiceNow features. o Stay updated with ServiceNow releases and best practices. ________________________________________ Required Skills & Qualifications • 4+ years of experience as a Business Analyst with ServiceNow implementations. • Hands-on experience in end-to-end ServiceNow application delivery. • Strong understanding of ServiceNow modules such as ITSM, CSM, HRSD, or ITAM. • Experience writing user stories, BRDs, process maps, and test acceptance criteria. • Proven ability to manage stakeholders across business and IT. • Familiarity with Agile/Scrum methodologies. • Excellent communication, documentation, and presentation skills. • Preferred Certifications: ServiceNow CSA, ITIL Foundation. ________________________________________ Preferred Attributes • Strong analytical and problem-solving skills. • Ability to work in global delivery models (onsite-offshore). • Proactive and collaborative team player.