Senior Business Analyst - SNOW

Overview

The ServiceNow Senior Business Analyst will act as a strategic liaison between business stakeholders and technical teams, translating business needs into scalable ServiceNow solutions. The role requires deep understanding of ITSM/ITOM/HRSD/CSM processes, strong stakeholder management, and experience delivering enterprise-grade ServiceNow implementations.

Key Responsibilities

Business Analysis & Stakeholder Management

• Engage with business stakeholders, process owners, and SMEs to gather, analyze, and validate requirements
• Facilitate workshops, discovery sessions, and requirement walkthroughs
• Translate business needs intofunctional requirements, user stories, and acceptance criteria
• Manage requirement traceability throughout the delivery lifecycle
• Act as the primary point of contact for business clarifications and change requests
  
  

ServiceNow Functional Expertise

• Provide functional leadership across ServiceNow modules such as:
• ITSM (Incident, Problem, Change, Request)
• ITOM
• HR Service Delivery (HRSD)
• Customer Service Management (CSM)
• CMDB & Discovery (good to have)
• Define and optimize workflows, catalog items, SLAs, business rules, and UI policies
• Ensure alignment withServiceNow OOTB best practices and minimize customization
  

Solution Design & Delivery Support

• Collaborate with ServiceNow architects, developers, and QA teams to ensure correct implementation
• Review solution designs for functional accuracy and business alignment
• Support sprint planning, backlog grooming, and release planning
• Participate in SIT/UAT planning, execution, and defect triage
• Support go-live activities, training, and post-production stabilization
  
  

Governance & Continuous Improvement

• Ensure compliance with organizational governance and ServiceNow standards
• Identify opportunities for process improvement and automation
• Drive adoption, value realization, and continuous service improvement
• Support reporting, dashboards, and KPI definition
  
  

Functional & Domain Skills

• Strong experience as aBusiness Analyst on ServiceNow platform
• In-depth knowledge of ITIL processes (ITSM)
• Experience working inAgile / Scrum delivery models
• Strong understanding of enterprise service management concepts
  
  

Documentation & Tools

• Expertise in:
• BRDs, FRDs, user stories, process flows, and wireframes
• JIRA / Azure DevOps / ServiceNow Agile module
• Visio, Miro, or similar process-mapping tools
  

Soft Skills

• Excellent communication and presentation skills
• Strong analytical and problem-solving abilities
• Ability to influence stakeholders and manage expectations
• Experience working with global and cross-functional teams
  
  

• ServiceNowCertified System Administrator (CSA)
• ServiceNowCertified Implementation Specialist (ITSM / HRSD / CSM)
• ITIL v4 Foundation or higher
• CBAP / CCBA (good to have)
  
  

Nice to Have

• Experience with ServiceNow upgrades and re-implementations
• Exposure to integrations (REST, SOAP, MID Server concepts)
• Experience in large enterprise or multi-vendor environments