ServiceNow BusinessProcess Analyst

• Gather, analyse, and document business requirements across Agile, SAFe, and Waterfall delivery models.
• Translate business needs into functional specifications, process flows, HLDs, and LLDs.
• Build and maintain ServiceNow ATF test cases, regression test suites, SOPs, knowledge articles, and training materials.
• Ensure end-to-end traceability from requirements to test cases and validation results.
• Collaborate with stakeholders to define project goals, KPIs, reporting metrics, and process improvements.
• Support ServiceNow upgrades, releases, testing, and validation activities.
• Identify process gaps and drive automation and optimisation initiatives using ServiceNow capabilities.
• Prepare reports, dashboards, presentations, and project documentation.
• Recommend continuous improvements by leveraging evolving ServiceNow features and best practices.

Required Skills

• Strong experience as a Business Analyst within the ServiceNow ecosystem.
• Hands-on experience with ITSM and CMDB (mandatory).
• Experience with Flow Designer, Service Portal/ESC, Workspace, Process Automation Playbooks, Virtual Agent, and Predictive Intelligence.
• Knowledge of ATF, UAT, Regression Testing, Reporting, and Performance Analytics.
• Good understanding of ServiceNow configuration, integrations, and basic scripting.
• Experience working with ServiceNow foundational data and data models across ITSM, CSM, HRSD, or SPM.
• Strong stakeholder management, analytical, problem-solving, and communication skills.
• Ability to create functional specifications, technical documentation, process flows, and presentations.