Business Analyst - ServiceNow (4-9 yrs)

Role : ServiceNow Business Analyst

Exp : 4 to 9 Years

All UST Locations

Notice Period : 0 to 30 Days

Job Summary :

Key Responsibilities :

Business Analysis & Requirements Gathering :

- Work closely with business stakeholders to gather, analyze, and document requirements for ServiceNow solutions.

- Translate business needs into functional specifications for ServiceNow configurations, enhancements, and integrations.

- Conduct gap analysis to identify areas for process improvement within ServiceNow.

- Collaborate with developers, architects, and QA teams to ensure accurate implementation of requirements. ServiceNow Implementation & Configuration Support Assist in the configuration of ServiceNow modules, including ITSM, ITOM, CSM, HRSD, and CMDB as required.

- Define and optimize ServiceNow workflows, catalog items, and forms to align with business needs.

- Provide input on ServiceNow UI/UX enhancements to improve user experience.

- Work with ServiceNow development teams to validate that solutions meet business and technical requirements.

Stakeholder Collaboration & Communication :

- Act as the primary liaison between business users and technical teams for ServiceNow-related initiatives.

- Facilitate workshops, requirement sessions, and demonstrations to ensure alignment between stakeholders.

- Prepare and deliver ServiceNow-related training materials, documentation, and knowledge articles.

- Provide post-implementation support and act as a point of contact for ongoing enhancements and improvements.

Process Improvement & Reporting :

- Identify opportunities for workflow automation and process optimization within ServiceNow.

- Assist in developing metrics, reports, and dashboards using ServiceNow Performance Analytics.

- Conduct periodic reviews to assess ServiceNow system health and data integrity.

- Support compliance and governance by ensuring adherence to best practices and security policies.

Required Qualifications :

- ServiceNow Knowledge & Experience

- 4+ years of experience as a Business Analyst working with ServiceNow platform.

- Strong understanding of ServiceNow ITSM processes (Incident, Problem, Change, Request, Knowledge Management).

- Experience working with CSM, ITOM, HRSD, CMDB, or other ServiceNow modules is a plus.

- Familiarity with ServiceNow configurations, UI policies, business rules, workflows, and integrations.

- Knowledge of ServiceNow reporting, dashboards, and Performance Analytics.

- Understanding of Agile and ITIL frameworks.

- Ability to write functional specifications and collaborate with developers on ServiceNow solutions.

- Experience in testing ServiceNow applications, including user acceptance testing (UAT).

- Familiarity with ServiceNow API integrations (REST, SOAP) is a plus.

- Proficiency in JIRA, Confluence, or similar tools for project documentation and tracking.

Soft Skills & Work Environment :

- Excellent communication skills to work effectively with business and technical teams.

- Strong analytical and problem-solving abilities with attention to detail.

- Ability to prioritize tasks and work in a fast-paced, Agile environment.

- Self-motivated with a continuous improvement mindset.

Preferred Certifications :

- ServiceNow Certified System Administrator (CSA) (Preferred)

- ServiceNow Certified Implementation Specialist - ITSM, CSM, or HRSD (Plus)

- ITIL v4 Foundation Certification (Preferred)