Business Analyst

We are looking for an experienced ServiceNow Business Analyst with 5+ years of experience in gathering business requirements, analyzing business processes, and translating them into functional solutions on the ServiceNow platform. The ideal candidate will act as a bridge between business stakeholders and technical teams, ensuring successful delivery of ServiceNow implementations, enhancements, and support initiatives.

The candidate should possess strong knowledge of ITSM processes, Agile methodologies, stakeholder management, and ServiceNow best practices.

1. Gather, analyze, and document business, functional, and non-functional requirements.
2. Conduct stakeholder interviews, workshops, and requirement elicitation sessions.
3. Analyze existing business processes and recommend improvements aligned with ServiceNow best practices.
4. Prepare Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, acceptance criteria, and process flows.
5. Ensure business requirements are clearly understood by technical teams.

Work as a Product Owner proxy or Business Analyst in Agile Scrum teams.

Serve as the primary liaison between business users and development teams.

Coordinate User Acceptance Testing (UAT) activities.

Maintain project documentation throughout the project lifecycle.

Ensure adherence to ITIL processes and project governance standards.

Support change management and user adoption initiatives.

1. Business Analysis
2. Requirement Gathering & Elicitation
3. Functional Documentation (BRD, FRD, User Stories)
4. Agile Scrum Methodology
5. Stakeholder Management
6. Process Mapping (Visio/Lucidchart)
7. Gap Analysis
8. UAT Coordination
9. ITSM Process Knowledge
10. ServiceNow Platform Understanding
11. Excellent Communication & Presentation Skills
12. Analytical and Problem-Solving Skills
13. Change Management
14. Workshop Facilitation

ServiceNow Certified Implementation Specialist (ITSM preferred)

Certified Scrum Master (CSM) or Professional Scrum Master (PSM)

IIBA ECBA/CCBA/CBAP (Preferred)