ServiceNow Business Analyst

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.