Job Summary

We are seeking an experienced ServiceNow Business Analyst with strong expertise in ServiceNow ITSM processes and business analysis. The ideal candidate will work closely with business stakeholders, process owners, and technical teams to gather requirements, analyze business needs, design process improvements, and support ServiceNow implementation and enhancement projects. The candidate should possess excellent stakeholder management skills and a strong understanding of ServiceNow platform capabilities.

Key Responsibilities

• Collaborate with business stakeholders to gather, analyze, and document functional and technical requirements.
  

• Conduct workshops, interviews, and requirement elicitation sessions to understand business processes and objectives.
  

• Perform process mapping, gap analysis, and recommend ServiceNow-based solutions.
  

• Translate business requirements into detailed user stories, acceptance criteria, and functional specifications.
  

• Work closely with ServiceNow developers, architects, and project teams throughout the project lifecycle.
  

• Support Agile/Scrum ceremonies including sprint planning, backlog grooming, reviews, and retrospectives.
  

• Facilitate User Acceptance Testing (UAT), defect management, and sign-off processes.
  

• Analyze and optimize ITSM processes including Incident, Problem, Change, Request, and Knowledge Management.
  

• Ensure alignment of ServiceNow solutions with business goals and industry best practices.
  

• Support Service Catalog design, workflow automation, reporting, and dashboard requirements.
  

• Assist in stakeholder communication, project governance, and change management activities.
  

• Participate in solution validation, release planning, and deployment activities.
  

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
  

• 8+ years of experience as a Business Analyst with significant exposure to ServiceNow implementations and enhancements.
  

• Strong understanding of IT Service Management (ITSM) processes and frameworks.
  

• Experience working in Agile/Scrum project environments.
  

• Excellent communication, presentation, documentation, and stakeholder management skills.
  

Mandatory Certification

• ServiceNow Certified System Administrator (CSA)
  

Preferred Certifications

• ServiceNow Business Analyst Certification
  

• ITIL Foundation Certification
  

• ServiceNow Certified Implementation Specialist (CIS) – ITSM
  

• ServiceNow ITSM Consultant Certification
  

Preferred Experience

• Experience in enterprise-scale ServiceNow implementation or transformation projects.
  

• Exposure to ServiceNow integrations and workflow automation initiatives.
  

• Experience working with cross-functional teams and multiple business units.
  

• Ability to drive process improvement initiatives and deliver business value through ServiceNow solutions.