Servicenow Business Analyst

Role & responsibilities

ServiceNow Business Analyst Demand Management

Job Summary 

We are looking for a skilled and business-focused ServiceNow Business Analyst with strong expertise in Demand Management and core ServiceNow platform functionality. The ideal candidate will act as a bridge between business stakeholders and product/technical teams, driving end-to-end demand lifecycle management, translating business needs into actionable requirements, and ensuring alignment with organizational strategy and roadmap initiatives. 

The candidate should possess strong analytical, communication, and stakeholder management skills, along with hands-on understanding of ServiceNow modules, workflows, and business process optimization. 

Key Responsibilities 

Demand Management & Business Analysis 

Manage the end-to-end Demand Management lifecycle within the ServiceNow platform.
Evaluate incoming business demands and assess feasibility, impact, business value, and strategic alignment.
Analyze and document business use cases, functional requirements, and process workflows.
Conduct requirement gathering sessions, workshops, and stakeholder interviews.
Prioritize demands based on business objectives, ROI, risks, and roadmap alignment.
Collaborate with cross-functional teams to convert business requirements into solution designs.
Create detailed Business Requirement Documents (BRD) and Business Requirement Specifications (BRS).
Break down complex business requirements into smaller, structured, and actionable requirements ready for technical solutioning and development teams.
Translate functional and business needs into user stories, workflows, and solution requirements.
Stakeholder & Product Collaboration 

Act as the primary liaison between Business Users, Product Owners, and Technical Teams.
Facilitate communication between stakeholders to ensure clear understanding of business expectations and technical capabilities.
Support product strategy discussions and roadmap planning activities.
Ensure demand intake aligns with enterprise goals and transformation initiatives.
Provide regular updates on demand status, risks, dependencies, and delivery timelines.
ServiceNow Platform Expertise 

Demonstrate strong understanding of core ServiceNow functionality, especially:
ITSM processes and integrations
SPM 

Platform New Capability 

Work closely with developers and architects to validate solution feasibility.
Support UAT activities, testing coordination, and solution validation.
Identify opportunities for process improvement and platform optimization.
Governance & Documentation 

Create and maintain BRDs, BRS documents, user stories, process flows, gap analysis, and functional specifications.
Ensure adherence to governance standards, documentation quality, and best practices.
Support change management and business adoption activities.

Required Skills & Qualifications 

Bachelor’s degree in information technology, Business Administration, or related field.
Strong experience as a Business Analyst in ServiceNow environments.
Hands-on exposure to Demand Management / PPM modules in ServiceNow.
Strong understanding of business process analysis and requirement management.
Expertise in preparing BRD/BRS documentation and converting business requirements into technical-ready requirements.
Proven ability to analyze complex business scenarios and decompose them into manageable solution components.
Experience in stakeholder management and cross-functional collaboration.
Ability to understand strategic roadmaps and align demands accordingly.
Strong communication, presentation, and analytical skills.
Familiarity with Agile/Scrum methodologies.
ServiceNow Certified System Administrator (CSA) certification is mandatory.

Preferred Qualifications 

Additional ServiceNow certifications in PPM or Business Analysis are preferred.  
Experience working in enterprise digital transformation initiatives.  
Knowledge of ITIL processes and governance frameworks.

Key Competencies 

Business Requirement Gathering  
BRD & BRS Documentation  
Demand Evaluation & Prioritization  
Strategic Thinking  
Stakeholder Management  
ServiceNow Functional Knowledge  
Requirement Decomposition & Solution Analysis  
Communication & Facilitation  
Problem Solving & Analytical Thinking 

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