ServiceNow Business Analyst

ServiceNow Business Analyst

The ServiceNow Business Analyst acts as a bridge between business stakeholders and technical teams. Key responsibilities include gathering, analyzing, and documenting business requirements for ServiceNow initiatives (BAU and enhancements). They translate requirements into clear user stories, acceptance criteria, and functional specifications. They work with stakeholders to prioritize backlog items and manage scope expectations. They participate in sprint planning, backlog grooming, demos, and retrospectives. They support UAT planning, execution, defect triage, and sign-off. They maintain documentation: BRDs, user stories, process flows, SOPs, training materials.

ServiceNow Technical & Platform Responsibilities include possessing hands-on understanding of ServiceNow platform architecture. They understand how requirements map to tables, fields, relationships, forms, views, UI policies, workflows vs Flow Designer, business rules, client scripts, script includes (conceptual level). They convert business requirements to functional requirement documentation and collaborate with Dev/Lead Dev's for Technical Design documentation. They design requirements that align with out of the box capabilities before customization. They understand RITM ? SCTASK lifecycle, fulfillment models, approvals, and SLAs. They review and validate technical solution approaches proposed by developers. They identify technical impacts, dependencies, and risks early in the lifecycle. They ensure requirements are upgrade safe, scalable, and maintainable. They support data related discussions (imports, CMDB impacts, integrations conceptual).

Collaboration & Governance involves acting as a single point of contact between business and technical teams. They work closely with ServiceNow Developers, Lead Developer/Architect, Product Owners/Scrum Master. They help enforce BAU vs Project scope boundaries. They participate in release planning and post release validation. They support leadership with status updates, risks, and dependency tracking.

Required Skills & Experience includes 610+ years of experience as a Business Analyst, with ServiceNow focus. Strong experience in Agile/Scrum delivery models. Excellent stakeholder communication and documentation skills. Experience working with US based customers/stakeholders preferred. ServiceNow Technical Knowledge (Must Have) includes strong understanding of ServiceNow core platform concepts. Functional knowledge of ITSM (Incident, Problem, Change), Asset (HAM and SAM), CMDB, Service Catalog & Request Fulfillment, Application Portfolio Management, Business Continuity Management, SecOps (SIR and VR), Knowledge Management, CMDB (conceptual understanding). Ability to read and understand user stories vs technical tasks, configuration vs customization. Awareness of integrations (REST, MID Server conceptual). 810+ years of ServiceNow Business Analyst experience. Strong ITIL and ServiceNow platform knowledge. Agile/Scrum delivery experience. Strong stakeholder communication skills.