Lead II - Enterprise Solutions (ServiceNow Business Analyst)

ServiceNow Business Analyst

Experience: 5-7 Years

Job Summary

We are seeking an experienced ServiceNow Business Analyst to support the ongoing enhancement and optimization of the ServiceNow platform. The ideal candidate will play a key role in gathering and documenting business requirements, analyzing defects and enhancement requests, managing product backlogs, supporting solution design, and ensuring successful delivery of ServiceNow capabilities.

The candidate will act as a bridge between business stakeholders and technical teams, ensuring business requirements are translated into effective ServiceNow solutions while supporting Agile delivery, testing, and release activities.

Key Responsibilities

• Partner with business stakeholders, Product Owners, development teams, architects, and operational teams to understand business objectives and requirements.
• Analyze defects, enhancement requests, and new ServiceNow capability requirements.
• Lead discovery workshops, requirement gathering sessions, process walkthroughs, and solution discussions.
• Serve as the primary liaison between business and technical teams.
• Assess business impacts and support stakeholder communication throughout the project lifecycle.

• Elicit, document, and maintain:
  • Business Requirements
  • Functional Requirements
  • User Stories
  • Acceptance Criteria
  • Business Rules
  • Process Flows
  • Data Requirements
  • Integration Requirements
  • Non-Functional Requirements
• Translate business needs into clear, actionable user stories for ServiceNow development teams.
• Maintain end-to-end requirements traceability from analysis through development, testing, and deployment.
• Produce high-quality documentation supporting project governance and delivery activities.

• Analyze existing ServiceNow processes and identify opportunities for optimization and automation.
• Support design and enhancement of:
  • Case Creation Categorization
  • Case Lifecycle Management
  • Assignment Routing
  • Priorities Entitlements
  • SLA Management Escalations
  • Customer Communications
  • Agent Workspace Processes
  • Customer Portals Self-Service Capabilities
  • Reports Dashboards
• Collaborate with architects and developers to validate solution approaches and ensure alignment with business goals.

• Participate in backlog refinement, sprint planning, reviews, demos, and retrospectives.
• Work closely with Product Owners to prioritize requirements and manage the product backlog.
• Provide functional clarification during development activities.
• Support continuous improvement initiatives across Agile delivery processes.

• Support User Acceptance Testing (UAT) planning and execution.
• Define and review test scenarios, acceptance criteria, and business test cases.
• Assist in defect management, root cause analysis, and issue resolution.
• Coordinate business sign-off activities.
• Support release planning, deployment readiness, and post-release validation activities.

Required Qualifications

• 5-7 years of overall experience with relevant Business Analysis experience.
• Experience working on ServiceNow or comparable enterprise workflow platforms.
• Strong expertise in requirements elicitation, process analysis, and stakeholder management.
• Proven experience creating:
  • BRDs
  • FRDs
  • User Stories
  • Acceptance Criteria
  • Process Maps
  • Functional Documentation
• Experience with Agile/Scrum methodologies and delivery frameworks.
• Experience managing product backlogs and participating in sprint ceremonies.
• Functional understanding of ServiceNow platform capabilities and modules.
• Experience supporting UAT, defect management, and release activities.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and facilitation abilities.

Preferred Skills

• Experience with ServiceNow modules such as:
  • Customer Service Management (CSM)
  • IT Service Management (ITSM)
  • Human Resources Service Delivery (HRSD)
• Understanding of integrations, APIs, and enterprise application ecosystems.
• Experience with reporting, dashboards, metrics, and KPI definition.
• Familiarity with ServiceNow platform architecture and data models.
• Exposure to ServiceNow governance and best practices.

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (CIS)
• CBAP, CCBA, PMI-PBA, or equivalent Business Analysis certifications

Soft Skills

• Strong analytical and critical thinking mindset.
• Excellent stakeholder management and communication skills.
• Ability to facilitate discussions across business and technical teams.
• Strong presentation and documentation capabilities.
• Proactive approach to problem-solving and continuous improvement.
• Ability to work independently in fast-paced Agile environments.
• Strong collaboration and relationship-building skills.
• Ability to challenge, refine, and validate business requirements effectively.

Education

Bachelors Degree in Computer Science, Information Technology, Business Administration, or a related field.

• Experience working on large-scale ServiceNow transformation or implementation programs.
• Exposure to enterprise digital workflow and automation initiatives.
• Experience supporting multiple ServiceNow modules in a global delivery environment.