ServiceNow ITSM Business Analyst (BA)

Certifications (Preferred) (CSA) ,ITIL Foundation Certification,

Required Skills

• Strong understanding of ServiceNow ITSM modules.

• Experience in requirement gathering and stakeholder management.

• Knowledge of ITIL processes and framework.

• Ability to create user stories, use cases, process diagrams, and functional specifications.

• Experience with Agile/Scrum methodology.

• Good communication and presentation skills.

Preferred Skills

• ServiceNow CSA Certification.

• ITIL Foundation Certification.

• Exposure to CMDB, Service Portal, Knowledge Management, and Reporting.

• Experience working in global delivery environments.

Responsibilities Matrix

• Requirement Gathering

• Process Analysis & Improvement

• User Story Creation

• UAT Coordination

• Stakeholder Management

• Release Support

• Documentation & Training

Ideal Candidate: A functional consultant/business analyst who can bridge business requirements and ServiceNow technical teams while ensuring successful ITSM process implementation and adoption.