Description
About the job :
The ServiceNow Senior Business Analyst will act as a strategic liaison between business stakeholders and technical teams, translating business needs into scalable ServiceNow solutions. The role requires deep understanding of ITSM/ITOM/HRSD/CSM processes, strong stakeholder management, and experience delivering enterprise-grade ServiceNow implementations.
Key Responsibilities
Business Analysis & Stakeholder Management :
- Engage with business stakeholders, process owners, and SMEs to gather, analyze, and validate requirements
- Facilitate workshops, discovery sessions, and requirement walkthroughs
- Translate business needs intofunctional requirements, user stories, and acceptance criteria
- Manage requirement traceability throughout the delivery lifecycle
- Act as the primary point of contact for business clarifications and change requests
ServiceNow Functional Expertise
Provide functional leadership across ServiceNow modules such as :
- ITSM (Incident, Problem, Change, Request)
- ITOM
- HR Service Delivery (HRSD)
- Customer Service Management (CSM)
- CMDB & Discovery (good to have)
- Define and optimize workflows, catalog items, SLAs, business rules, and UI policies
- Ensure alignment withServiceNow OOTB best practices and minimize customization
Solution Design & Delivery Support
- Collaborate with ServiceNow architects, developers, and QA teams to ensure correct implementation
- Review solution designs for functional accuracy and business alignment
- Support sprint planning, backlog grooming, and release planning
- Participate in SIT/UAT planning, execution, and defect triage
- Support go-live activities, training, and post-production stabilization
Governance & Continuous Improvement
- Ensure compliance with organizational governance and ServiceNow standards
- Identify opportunities for process improvement and automation
- Drive adoption, value realization, and continuous service improvement
- Support reporting, dashboards, and KPI definition
Required Skills & Qualifications
Functional & Domain Skills :
- Strong experience as aBusiness Analyst on ServiceNow platform
- In-depth knowledge of ITIL processes (ITSM)
- Experience working inAgile / Scrum delivery models
- Strong understanding of enterprise service management concepts
Documentation & Tools
Expertise in :
- BRDs, FRDs, user stories, process flows, and wireframes
- JIRA / Azure DevOps / ServiceNow Agile module
- Visio, Miro, or similar process-mapping tools
Soft Skills
- Excellent communication and presentation skills
- Strong analytical and problem-solving abilities
- Ability to influence stakeholders and manage expectations
- Experience working with global and cross-functional teams
Certifications (Preferred)
- ServiceNowCertified System Administrator (CSA)
- ServiceNowCertified Implementation Specialist (ITSM / HRSD / CSM)
- ITIL v4 Foundation or higher
- CBAP / CCBA (good to have)
Nice To Have
- Experience with ServiceNow upgrades and re-implementations
- Exposure to integrations (REST, SOAP, MID Server concepts)
- Experience in large enterprise or multi-vendor environments
Desired Skills and Experience : Business System Analyst, ServiceNow
(ref:hirist.tech)
