ServiceNow Business Analyst

Overview

About the Role

We are looking for a highly capable ServiceNow Business Analyst to lead requirements gathering, process analysis, and functional design for complex workflow automation initiatives. This role will serve as the primary bridge between business stakeholders, architects, and the ServiceNow development team, ensuring clear translation of business needs into scalable, production-ready solutions.

The candidate will take full ownership of ongoing initiatives, and drive end-to-end delivery across design, development, testing, and rollout.

Key Responsibilities

Business Analysis & Process Design

• Lead discovery workshops with cross-functional stakeholders to understand business goals, current pain points, and workflow expectations.
  
• Document detailed business process flows, including entry/exit criteria, triggers, notifications, SLAs, and escalation matrices.
  
• Translate complex business requirements into clear functional specifications and user stories with acceptance criteria.
  
• Identify automation opportunities and propose optimized workflow solutions aligned to ServiceNow best practices.
  

ServiceNow Functional Expertise

• Work closely with ServiceNow architects and developers to design solutions across modules such as Flows, Case Management, Approvals, Forms, Integrations, and Orchestration.
  
• Validate feasibility of requirements within the platform and recommend alternative approaches when needed.
  
• Perform functional testing, UAT support, and release readiness assessments.
  

Program & Stakeholder Management

• Act as the central point of contact for all requirements, updates, and issue resolution.
  
• Coordinate with global stakeholders (product, engineering, operations, compliance, and leadership teams).
  
• Maintain project documentation, RAID logs, and decision registers.
  
• Communicate progress, timelines, and risks proactively to leadership.
  

Operational Ownership

• Ensure workflows meet enterprise standards for security, compliance, and auditability.
  
• Support change management, training material preparation, and end-user enablement.
  
• Monitor post-launch performance and drive continuous improvements.
  
  
  
  

Requirements

Required Skills & Experience

• 5–8 years of professional experience, with at least 3 years dedicated to ServiceNow workflow / case management projects.
  
• Strong understanding of ServiceNow data models, Flow Designer, business rules, integrations, and platform governance.
  
• Proven ability to create business process maps (BPMN), functional specs, and user stories.
  
• Experience with large-scale enterprise programs, preferably in technology or cloud domains.
  
• Excellent communication, stakeholder management, and documentation skills.
  
• Ability to work in fast-paced, ambiguous environments and convert open-ended ideas into structured deliverables.
  

Educational Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field is required.
  
• Master’s degree (MBA) is a plus, but not mandatory.
  
• Preferred:
  
• ServiceNow Certified Business Analyst, CSA (Certified System Administrator), or other relevant ServiceNow certifications.
  
• Certifications in Business Process Management (BPMN) or Agile/Scrum frameworks.