Business Analyst

Job Description

ServiceNow Business Analyst with 6–8 years of overall experience and strong hands-on experience in business analysis, process consulting, and ServiceNow implementations.

The ideal candidate should have strong functional knowledge of ServiceNow, excellent requirements-gathering and documentation skills, and experience working in Agile delivery environments.

Key Responsibilities

• Engage with business stakeholders and process owners to understand business objectives, pain points, and requirements.
• Conduct stakeholder interviews, requirement-gathering sessions, workshops, and process discovery sessions.
• Analyze current-state processes and identify opportunities for process optimization and automation.
• Define As-Is and To-Be processes, process flows, business rules, and functional requirements.
• Translate business requirements into epics, features, user stories, and detailed acceptance criteria.
• Create functional requirement documents, process maps, use cases, wireframes, and other project documentation.
• Work closely with ServiceNow Architects and Developers to ensure requirements are technically feasible and aligned with ServiceNow best practices.
• Review functional designs and provide clarification to development teams throughout the implementation lifecycle.
• Collaborate with QA teams to define test scenarios, test cases, and expected outcomes.
• Support and coordinate User Acceptance Testing (UAT), defect triage, and business validation.
• Participate in sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives.
• Support product owners in backlog prioritization and release planning.
• Manage requirement traceability and ensure changes to requirements are properly assessed and documented.
• Facilitate stakeholder discussions and resolve functional/process-level issues.
• Prepare demonstrations and walkthroughs for business stakeholders.
• Support deployment, hypercare, and post-production validation activities.
• Identify opportunities for ServiceNow automation, workflow optimization, self-service, and improved user experience.

Strong understanding of business analysis methodologies and SDLC.

Excellent experience in requirements elicitation, analysis, documentation, and validation.

Qualifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Business Process Analyst / Business Analyst certification or learning path