Business Analyst – ServiceNow

Business Analyst – ServiceNow

Role Overview
As a Senior ServiceNow Business Analyst, you will act as a strategic partner between business stakeholders and the ServiceNow engineering team. This role involves deep discovery, structured analysis, and workflow optimization across complex enterprise functions such as ITSM, CSM, ITOM, and Integrated Case Management. You will work on initiatives critical to enhancing service delivery, regulatory compliance, and intelligent automation for global operations.

Responsibilities

• Conduct end-to-end business process mapping, identify automation opportunities, and align ServiceNow solutions with organizational service delivery objectives.

• Serve as the SME for ServiceNow functional capabilities and limitations, advising on both out-of-the-box and custom application use cases.

• Lead structured discovery workshops with global stakeholders to capture use cases, personas, SLAs, and compliance workflows.

• Translate requirements into refined Epics, User Stories, and Process Models; validate solutions through mockups and prototypes.

• Maintain a robust product backlog and prioritize stories in alignment with Agile ceremonies (sprint planning, retrospectives, grooming).

• Contribute to the platform roadmap for cross-functional modules including ITSM, CSM, CMDB, Service Catalog, and Knowledge Management.

• Collaborate with architects and developers to guide build activities, ensure solution compliance, and validate implementation against business needs.

• Own UAT strategy and drive test case development and traceability; oversee stakeholder sign-off.

• Provide advanced reporting, real-time dashboards, and performance metrics to track process improvements.

• Support platform governance, license optimization, and ongoing platform health monitoring.

Qualifications

• Required Certifications:

  • ServiceNow Certified System Administrator (CSA)

  • ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)

  • ServiceNow Business Analyst Micro-Certification

  • ITIL v4 Foundation Certified

• 3+ years of direct experience as a Business Analyst in complex ServiceNow environments (across multiple modules).

• Strong understanding of ServiceNow data models, user roles, and RBAC structures.

• Proven ability to write use cases, user stories (Gherkin syntax preferred), and functional design specifications.

• Hands-on experience integrating ServiceNow with external platforms (e.g., Collibra, Slack, Email Servers, AWS).

• Familiarity with Agile and DevSecOps principles; experienced in using JIRA or ADO.

Preferred Experience

• Exposure to Private Equity or Financial Services domains, particularly in IT Governance or Regulatory Reporting.

• Understanding of CMDB structure, Service Mapping, and impact analysis methodologies.

• Experience with CSM, Virtual Agent, Flow Designer, or App Engine Studio.

• Strong stakeholder management and communication skills in cross-cultural environments.