Servicenow Business Analyst

ServiceNow Business Analyst ITSM

Roles & Responsibilities

• Gather and analyze business requirements for ServiceNow ITSM implementations and enhancements.
• Work with stakeholders to understand business needs and translate them into functional requirements.
• Prepare BRDs, FRDs, user stories, process flows, and acceptance criteria.
• Analyze and document ITSM processes, including Incident, Problem, Change, Request, and Knowledge Management.
• Collaborate with ServiceNow developers, technical consultants, and QA teams to deliver solutions.
• Identify process gaps and recommend improvements aligned with ITIL best practices.
• Support ServiceNow configuration and customization discussions based on business requirements.
• Coordinate User Acceptance Testing (UAT), prepare test scenarios, and validate business requirements.
• Manage stakeholder communication, requirement clarifications, and change requests.
• Participate in Agile/Scrum ceremonies, including sprint planning, backlog refinement, and reviews.
• Prepare functional documentation and provide training or support to end users.
• Monitor implemented solutions to ensure they meet business objectives and improve IT service delivery.Role & responsibilities

Preferred candidate profile