ServiceNow ITSM Business Analyst

Job Summary:

As a ServiceNow ITSM Business Analyst, you will work closely with business stakeholders, process owners, and technical teams to gather requirements, analyze business processes, and deliver effective ServiceNow IT Service Management (ITSM) solutions. You will translate business needs into functional requirements, user stories, and process workflows, ensuring alignment with ITIL best practices and business objectives.

Key Responsibilities:

• Gather, analyze, and document business requirements for ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management.
• Conduct stakeholder interviews, workshops, and requirement-gathering sessions to understand business needs and identify process improvement opportunities.
• Translate business requirements into functional specifications, user stories, acceptance criteria, and process flow diagrams.
• Work closely with ServiceNow developers, architects, and technical teams to ensure requirements are clearly understood and implemented effectively.
• Analyze existing ITSM processes and recommend improvements aligned with ITIL best practices.
• Support the configuration and implementation of ServiceNow ITSM solutions, ensuring alignment with business requirements.
• Prepare and maintain business requirement documents, functional specifications, process documentation, and other project artifacts.
• Participate in backlog grooming, sprint planning, and Agile ceremonies, ensuring requirements are prioritized appropriately.
• Develop and execute functional test scenarios, support User Acceptance Testing (UAT), validate results, and coordinate defect resolution.
• Manage stakeholder expectations, communicate project updates, and facilitate issue resolution across business and technical teams.
• Support change management, user training, and post-implementation activities to ensure successful adoption of ServiceNow solutions.

Requirements:

• Strong experience as a Business Analyst in ServiceNow ITSM implementations or enhancement projects.
• Good understanding of ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management.
• Strong knowledge of ITIL processes and IT Service Management best practices.
• Experience in requirement gathering, stakeholder management, business process analysis, and functional documentation.
• Proficiency in preparing BRDs, functional specifications, user stories, acceptance criteria, and process flow diagrams.
• Experience working with ServiceNow developers and technical teams to translate business requirements into functional solutions.
• Hands-on experience with Agile methodologies, Scrum practices, sprint planning, and backlog management.
• Experience in functional testing, UAT coordination, defect tracking, and requirement validation.
• Excellent analytical, problem-solving, communication, and presentation skills.
• Ability to manage multiple priorities, work independently, and collaborate effectively with cross-functional teams.
• ServiceNow certifications such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) are preferred.
• Experience with ServiceNow reporting, dashboards, workflow analysis, and process optimization is an added advantage.

Additional Note:

• Second position needs some knowledge in SPM.