ServiceNow Business Analyst

The primary role of the Business Analyst (BA) is to work support the project team in the global upgrade of our HR ServiceNow solution.

The responsibilities will include:

• Prepare and facilitate client workshops to define the to-be processes with Sponsors, Stakeholders, and Subject Matter Experts.


• Rationalise complex information and clearly articulate user needs to make them understandable for both technical and non-technical teams.


• Develop relevant documentation for Waterfall/Agile approaches, such as functional specifications, gap analysis reports, process flow diagrams, roadmaps, epics and stories.


• Ensure that stories are fully understood and that they include a clear business requirement and acceptance criteria.


• Manage backlog refinement, prioritisation and estimation of stories.


• Provide a bridge between the business and technical teams to ensure a collaborative approach to resolve business problems and technology issues.


• Assist teams to write test cases and provide support during UAT, to verify and document defects and enhancements.


• Prepare training materials and hold train the trainer or user training sessions as required.


• Promote continuous process improvement practices, conduct and contribute to lessons learned exercises.

• 4+ years of process analysis, improvement and automation consultancy experience.


• 2+ ServiceNow implementation exposure.


• Implementation Specialisations preferable.


• Familiarity with influencing, relationship management and collaboration techniques.


• Excellent communication skills (both written and verbal) with strong presentation facilitation skills.