ServiceNow Business Analyst

ServiceNow Business Analyst

Location: San Ramon, CA (Onsite)

Fulltime

The Business Analyst (BA) acts as a critical liaison between business stakeholders and technology teams by analyzing business needs, defining requirements, and ensuring the successful delivery of solutions that drive business value. The role involves requirements elicitation, process analysis, documentation, stakeholder management, and support throughout the solution lifecycle.

Key Responsibilities

• Business Analysis & Requirements Management
• Engage with business stakeholders to understand business objectives, challenges, and requirements
• Elicit, analyze, validate, and document business, functional, and non-functional requirements
• Translate business needs into clear, structured artifacts such as:
• Business Requirement Documents (BRD)
• Functional Requirement Specifications (FRS)
• User Stories & Acceptance Criteria
• Ensure requirements are traceable throughout the project lifecycle
• Process & Gap Analysis
• Analyze existing business processes (As Is) and design optimized future-state processes (To Be)
• Identify gaps, inefficiencies, risks, and improvement opportunities
• Support business process reengineering and transformation initiatives
• Stakeholder Collaboration
• Act as a single point of contact between business users, product owners, developers, testers, and vendors
• Facilitate workshops, requirement walkthroughs, and design discussions
• Manage stakeholder expectations and ensure alignment across teams
• Solution Support & Delivery
• Support solution design by providing clarifications to technical teams
• Participate in sprint planning, backlog grooming, and reviews (Agile environments)
• Assist QA teams with test scenarios, UAT coordination, and defect triage
• Support post implementation activities and continuous improvement
• Documentation & Governance
• Maintain up to date documentation in line with organizational standards
• Ensure adherence to internal controls, compliance, and audit requirements
• Provide regular status updates, reports, and metrics to leadership

Required Skills & Qualifications

Core Skills

Strong experience in Business Analysis and Requirements Management

Excellent communication, facilitation, and stakeholder management skills

Expertise in documentation techniques and modeling tools

Ability to translate complex business problems into simple, actionable requirements

Technical & Functional Skills (as applicable)

SDLC methodologies: Agile / Scrum / Waterfall

Tools: JIRA, Confluence, Azure DevOps, Visio, MS Excel, PowerPoint

Experience with APIs, data flows, or system integrations (preferred)

Domain knowledge in BFSI / ITSM / ITOM / Digital Platforms (preferred)

Desired Competencies

Analytical thinking and problem-solving skills

High attention to detail and quality orientation

Ability to work independently and manage multiple priorities

Adaptability in fast paced, changing environments

Strong customer and business focus

Nice to Have

CBAP / CCBA / PMI PBA certification

Experience with ServiceNow, ERP, CRM, or core banking platforms

Exposure to automation, AI, or data analytics initiatives

Success Metrics

Accuracy and completeness of requirements

Stakeholder satisfaction

Timely delivery of project milestones