JD for Servicenow BA
The ServiceNow Business Systems Analyst (BSA) will play a key role in gathering, analyzing, and translating business requirements into functional specifications for multiple ServiceNow workstreams — including ITSM migration, SAM SaaS License Management, and HRSD module implementation. The ideal candidate will have a strong understanding of ServiceNow capabilities, hands-on experience with ITSM processes, and the ability to collaborate with cross-functional teams to ensure timely and quality delivery.
Key Responsibilities
- Collaborate with business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow implementations and migrations.
- Translate business requirements into functional stories and acceptance criteria for developers within Agile/Scrum environments.
- Support migration activities from legacy instances — focusing on Service Catalogs, CMDB, and Inbound Actions under the ITSM scope.
- Partner with architects and developers in the SAM SaaS License Management workstream to define requirements, validate workflows, and support license management configurations.
- Work closely with HR and IT teams to support migration of existing custom-built HR service catalogs into the HRSD module.
- Conduct UAT planning and execution, ensuring that functional requirements are met.
- Act as a liaison between technical and functional teams, ensuring clarity and traceability throughout the delivery lifecycle.
- Prepare and maintain process documentation, configuration guides, and functional specifications.
- Support the Project Manager with planning, sprint reviews, and progress tracking.
- Optionally serve as Scrum Master for HR Migration workstream — facilitating stand-ups, backlog grooming, and sprint ceremonie
- Required Skills and Experience
- 5+ years of experience as a Business Systems Analyst or Functional Consultant on ServiceNow platform projects.
- Solid understanding of ServiceNow ITSM modules (especially Service Catalog, CMDB, and Incident/Change/Request Management).
- Exposure to HRSD and/or SAM (Software Asset Management) modules is highly desirable.
- Experience in requirements elicitation, process mapping, and documentation using tools like Jira, Confluence, or equivalent.
- Strong knowledge of Agile/Scrum methodologies.
- Excellent communication, stakeholder management, and analytical skills.
- Ability to work in fast-paced environments with tight delivery timelines.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ITSM/HR/SAM.
- Familiarity with ServiceNow migration projects (legacy to new instance).
- Experience working alongside developers, architects, and PMs on large-scale ServiceNow programs.
- ITIL Foundation certification preferred.
