Experience: 10+ years
The ServiceNow Senior Business Analyst plays a pivotal role in bridging business needs with technical solutions within a dynamic enterprise environment. This individual will lead the analysis, design, and implementation of ServiceNow-based solutions across multiple business domains, including IT Service Management (ITSM), IT Operations Management (ITOM), and Digital Workflows. With extensive experience in business analysis and deep expertise in ServiceNow, the Senior Business Analyst will collaborate with stakeholders, solution architects, developers, and project managers to deliver scalable, efficient, and user-centric solutions. The role demands strategic thinking, exceptional communication skills, and a proven ability to translate complex business requirements into technical specifications. This position is critical to driving digital transformation, improving operational efficiency, and ensuring alignment between business objectives and ServiceNow platform capabilities.
Responsibilities
- Lead end-to-end business analysis activities for ServiceNow projects, including requirements gathering, process modeling, and solution design.
- Partner with business stakeholders across departments to identify pain points, define key performance indicators (KPIs), and translate business needs into functional and technical requirements.
- Develop detailed documentation including user stories, use cases, process flows, data models, and system specifications.
- Act as the primary liaison between business units and technical teams, ensuring accurate interpretation and implementation of requirements.
- Conduct gap analysis between current state processes and desired future state solutions within the ServiceNow platform.
- Design and configure workflows, business rules, UI policies, and integrations using ServiceNow's development tools and best practices.
- Facilitate workshops, requirement validation sessions, and UAT planning to ensure solution alignment and quality.
- Support system testing, defect tracking, and resolution coordination during implementation and post-go-live phases.
- Provide guidance and mentorship to junior business analysts and cross-functional team members.
- Stay current with ServiceNow product updates, industry trends, and emerging best practices to drive continuous improvement.
- Contribute to roadmap planning, solution architecture discussions, and long-term platform strategy.
Requirements:
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field; advanced degree preferred.
- 10+ years of progressive experience as a Business Analyst, with at least 5 years focused specifically on ServiceNow implementations.
- Proven expertise in ServiceNow ITSM, ITOM, and/or Digital Workflows modules, including hands-on configuration and customization.
- Strong proficiency in business analysis methodologies (Agile, Waterfall, Hybrid) and tools (JIRA, Confluence, Visio, Lucidchart).
- Demonstrated ability to manage complex projects from inception to delivery, with a track record of successful implementations.
- Excellent written and verbal communication skills, with the ability to present to technical and non-technical audiences.
- Experience with integration technologies (REST/SOAP APIs, MID Server, ServiceNow IntegrationHub) and data modeling.
- Familiarity with SDLC, change management, and governance frameworks.
- Certification in ServiceNow (e.g., Certified System Administrator, Certified Application Developer, or Certified Business Analyst) is highly preferred.
- Ability to work independently and collaboratively in fast-paced, evolving environments.
