UKG Pro​/Dimensions Techno-Functional Analyst

Scrum Master

Responsibilities

• Elicit, document, and validate business and functional requirements for Service Now initiatives across modules (ITSM, HRSD, SPM, CSM, etc.)

• Facilitate workshops, interviews, and JAD sessions with stakeholders at all levels

• Translate business needs into user stories, use cases, process flows, and acceptance criteria

• Serve as the primary liaison between business stakeholders and the Service Now development/configuration team

• Conduct current-state process analysis and recommend future-state improvements leveraging platform capabilities

• Manage the product backlog, prioritize features, and support sprint planning in an Agile environment

• Partner with platform architects and developers to ensure solutions are scalable and align with Service Now best practices

• Support UAT by defining test scenarios, coordinating testing, and tracking defects to resolution

• Develop training materials and support change management activities at go-live

• Produce clear documentation including BRDs, solution design documents, and process maps
Qualifications

• 4–8 years of experience as a Business Analyst, with at least 3 years working directly with the Service Now platform

• Strong understanding of Service Now's data model, workflows, and core modules

• Proficiency in requirements management tools (Jira, Azure Dev Ops, or similar)

• Experience working in Agile/Scrum delivery models

• Demonstrated ability to facilitate workshops and influence without direct authority

• Excellent written and verbal communication skills; able to translate technical concepts for non-technical audiences