Role Overview:

We are seeking a detail-oriented and proactive Business Analyst with strong ServiceNow platform experience ONLY, particularly in ITSM, Service Catalogs, and Identity & Access Management (IAM). This role requires a functional expert who can work closely with business stakeholders, translate requirements into ServiceNow solutions, and support configuration and process improvements. The ideal candidate is a self-learner and problem-solver who can navigate the platform and drive outcomes without heavy reliance on development.

Key Responsibilities

Collaborate with business stakeholders to gather, analyze, and document requirements for ServiceNow implementations and enhancements.
Translate business needs into functional specifications, workflows, and ServiceNow configurations.
Drive implementation and optimization of:
ITSM modules (Incident, Problem, Change)
Service Catalogs and Request Workflows
Access Management and IAM-related processes
Work closely with technical teams to ensure accurate configuration and delivery of solutions.
Support ServiceNow platform enhancements, including forms, workflows, and catalog items.
Analyze current processes and recommend improvements aligned with ITIL best practices.
Participate in UAT, testing, and validation of ServiceNow solutions.
Create and maintain documentation including BRDs, FRDs, user stories, and process flows.
Act as a liaison between business users and technical teams.
Support continuous improvement and adoption of ServiceNow capabilities.

Required Skills & Expertise

Hands-on experience with ServiceNow platform (functional/configuration level).
Strong expertise in:
ITSM processes
Service Catalog design and management
Identity & Access Management workflows
Understanding of ServiceNow configurations (no heavy coding required).
Ability to independently analyze problems and propose solutions.
Strong stakeholder communication and requirement-gathering skills.
Familiarity with Agile/Scrum methodologies.

Experience

4–8 years of experience as a Business Analyst or Functional Consultant
Proven experience working on ServiceNow implementations or enhancements
Experience in enterprise environments with cross-functional stakeholders
Strong communication and documentation skills
Strong analytical and problem-solving mindset
Self-starter who can learn and adapt quickly

Preferred Skills

Experience with additional ServiceNow modules:
ITAM (SAM & HAM)
ITOM
Exposure to enterprise tools such as:

Salesforce, HubSpot, Zoho, JIRA, or similar platforms

Understanding of integrations between ServiceNow and external systems.

Certifications (Preferred)

ITIL Certification (v3/v4)
ServiceNow certifications (CSA or relevant CIS modules preferred)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

ServiceNow Administrator