ServiceNow Business Analyst

ServiceNow Business Analyst

We are seeking an experienced ServiceNow Business Analyst to support enterprise ServiceNow implementations and enhancements across key modules including Demand Management, Service Catalog, Forms, ITSM, and Microsoft O365 integrations (Outlook & Teams). This role will be responsible for bridging business needs with technical delivery—driving requirements, optimizing processes, and ensuring scalable solutions aligned to enterprise ServiceNow architecture and Agile delivery standards. The BA will work closely with Product Owners, Scrum Masters, developers, and stakeholders to deliver high-quality outcomes across the ServiceNow platform.

Key Responsibilities

• Business Analysis & Requirement Management
• Lead requirements gathering sessions with business stakeholders across ServiceNow workstreams
• Translate business needs into functional requirements, user stories, and acceptance criteria
• Document requirements using BRDs, FRDs, process flows, and use cases
• Collaborate with Product Owners to prioritize backlog and refine user stories
• Strong collaboration with stakeholders and requirement definition is a core capability
• ServiceNow Module Expertise & Delivery
• Demand Management Support intake, prioritization, and tracking of demand requests
• Define workflows and lifecycle for demand-to-delivery processes
• Ensure alignment with portfolio and capacity planning
• Service Catalog & Forms Design and optimize Service Catalog items, request forms, and workflows
• Collaborate with developers on catalog item design, data inputs, and approval flows
• Standardize request intake and improve user experience
• ITSM Processes Drive requirements and process improvements across ITSM modules: Incident Problem Change Request Management
• Ensure alignment with ITIL best practices and enterprise standards
• O365 Integration (Outlook & Teams) Define requirements for integrations between ServiceNow and Microsoft Outlook & Teams
• Support use cases such as: Notifications and approvals via Outlook Collaboration workflows via Microsoft Teams
• Partner with technical teams to ensure seamless data exchange and user experience
• Process Improvement & Solution Design
• Analyze current-state processes and recommend optimized future-state solutions
• Identify automation opportunities across catalog workflows, ITSM, and integrations
• Ensure alignment with ServiceNow best practices and enterprise governance
• Stakeholder Engagement & Communication
• Act as the primary liaison between business stakeholders and technical teams
• Facilitate workshops, demos, and user acceptance testing (UAT) sessions
• Provide regular updates on progress, risks, and dependencies
• Agile Delivery Support
• Participate in Scrum ceremonies (planning, stand-ups, reviews, retrospectives)
• Support backlog grooming and sprint planning
• Ensure requirements are clearly defined and ready for development

Required Qualifications

6–10 years of experience as a Business Analyst in enterprise IT environments Proven experience with ServiceNow platform delivery Hands-on experience with: Demand Management Service Catalog & Forms ITSM (Incident, Change, Problem, Request) Integrations (REST/SOAP, O365 or similar ecosystems) Strong understanding of ITIL processes and frameworks Experience translating business requirements into technical solutions

Preferred Qualifications

Experience with Microsoft O365 integrations (Outlook, Teams) Experience in financial services or regulated environments Familiarity with Agile tools (ServiceNow Agile 2.0, Jira, Azure DevOps) Exposure to ServiceNow platform capabilities (CMDB, CSDM, integrations) Certifications (Preferred) ServiceNow Certified System Administrator (CSA) ITIL Certification (v3 or v4) Certified Business Analysis Professional (CBAP) or equivalent

Role Scope & Expectations

Operates at a Managing Consultant level, owning end-to-end requirements and functional delivery Works across multiple teams or workstreams in complex environments Drives stakeholder alignment and decision-making Contributes to process standardization, governance, and delivery quality

Key Success Metrics

Quality and completeness of requirements and user stories Adoption and usability of ServiceNow solutions (Catalog, Forms, ITSM) Effectiveness of O365 integrations and workflow automation Stakeholder satisfaction and engagement Reduction in rework and requirement gaps

Work Environment

Hybrid, multi-team Agile delivery environment Client-facing role with cross-functional collaboration