ServiceNow Business Analyst

The Service Now Business Analyst acts as a bridge between business stakeholders and technical teams.
Key Responsibilities:

• Gather, analyze, and document business requirements for Service Now initiatives (BAU and enhancements)

• Translate requirements into clear user stories, acceptance criteria, and functional specifications

• Work with stakeholders to prioritize backlog items and manage scope expectations

• Participate in sprint planning, backlog grooming, demos, and retrospectives

• Support UAT planning, execution, defect triage, and sign off

• Maintain documentation: BRDs, user stories, process flows, SOPs, training materials
Service Now Technical & Platform Responsibilities

• Possess hands on understanding of Service Now platform architecture

• Understand how requirements map to:
o Tables, fields, relationships
o Forms, views, UI policies
o Workflows vs Flow Designer
o Business Rules, Client Scripts, Script Includes (conceptual level)
o Convert Business requirements to Functional Requirement documentation and collaborate with Dev/Lead Dev's for Technical Design documentation.

• Design requirements that align with out of the box capabilities before customization

• Understand RITM → SCTASK lifecycle, fulfillment models, approvals, and SLAs

• Review and validate technical solution approaches proposed by developers

• Identify technical impacts, dependencies, and risks early in the lifecycle

• Ensure requirements are upgrade safe, scalable, and maintainable

• Support data related discussions (imports, CMDB impacts, integrations – conceptual)
Collaboration & Governance

• Act as a single point of contact between business and technical teams

• Work closely with:
o Service Now Developers
o Lead Developer / Architect
o Product Owners / Scrum Master

• Help enforce BAU vs Project scope boundaries

• Participate in release planning and post release validation

• Support leadership with status updates, risks, and dependency tracking

Required Skills & Experience

• Core Experience

• 6–10+ years of experience as a Business Analyst, with Service Now focus

• Strong experience in Agile / Scrum delivery models

• Excellent stakeholder communication and documentation skills

• Experience working with US based customers / stakeholders preferred
Service Now Technical Knowledge (Must Have)

• Strong understanding of Service Now core platform concepts

• Functional knowledge of:

o ITSM (Incident, Problem, Change)
o Asset (HAM and SAM)
o CMDB
o Service Catalog & Request Fulfillment
o Application Portfolio Management
o Business Continuity Management
o Sec Ops (SIR and VR)
o Knowledge Management
o CMDB (conceptual understanding)

• Ability to read and understand:

o User stories vs technical tasks
o Configuration vs customization

• Awareness of integrations (REST, MID Server – conceptual)

• Comfortable working with developers on technical feasibility discussions
Required Skills & Experience:

• 8–10+ years of Service Now Business Analyst experience

• Strong ITIL and Service Now platform knowledge

• Agile/Scrum delivery experience

• Strong stakeholder communication skills