ServiceNow Business Analyst - ITSM

Job Description :

• Gather, analyze, and document business requirements for ITSM processes using Service Now
• Collaborate with stakeholders to identify business challenges and opportunities for improvement
• Translate business needs into detailed functional and technical requirements
• Work closely with Service Now developers and administrators to ensure solutions meet business objectives
• Assist in configuring and testing Service Now ITSM modules (Incident, Problem, Change, Request, Knowledge, etc.)
• Conduct workshops and stakeholder interviews to validate requirements and design decisions
• Support UAT, training, and deployment activities
• Provide post-implementation support and continuous improvement recommendations
• Develop process documentation, user stories, use cases, and workflow diagrams
• Ensure compliance with governance, best practices, and organizational standards

• Experience working in large-scale Service Now implementations
• Familiarity with reporting and dashboarding in Service Now
• Experience with integration of Service Now with other platforms / tools
• Ability to work independently and as part of a cross-functional team

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.