ServiceNow Business Analyst

Shift - 2:30 PM to 11:30 PM
Experience level - 6+ Years Experience

Required Experience

• 6+ years of Business Analysis experience delivering enterprise technology or Service Now transformation initiatives.
• Experience in partnering with business stakeholders, Product Owners, Architects, and Development teams to translate business needs into actionable user stories and functional requirements.
• Strong experience as a Business Analyst within Service Now ITSM, with a solid understanding of Incident, Problem, Change, Request, Knowledge, and Service Catalog processes.
• Experience supporting the implementation or enhancement of one or more Service Now modules, including HRSD, SPM, or ITOM.
• Experience facilitating workshops, process-mapping sessions, backlog grooming sessions, and stakeholder governance meetings.
• Experience managing User Acceptance Testing (UAT), including defining test scenarios, coordinating business validation, and tracking defects through resolution.
• Experience working in Agile delivery environments and supporting sprint planning, backlog refinement, release planning, and prioritization activities.
• Ability to perform current-state and future-state analysis and drive process improvements aligned with Service Now best practices.
• Demonstrated ability to anticipate delivery dependencies, identify prerequisite activities for upcoming sprints, and maintain a delivery-ready backlog.

Preferred Experience

• Good to have experience working with Now Assist and Service Now GenAI capabilities, including identifying opportunities to improve user and operational experiences through AI-enabled workflows.
• Experience working within Service Now governance frameworks and platform best practices.
• Exposure to large-scale enterprise Service Now transformation programs involving multiple modules and stakeholder groups.
• Experience leading recurring stakeholder governance or operational cadence meetings.
• Familiarity with Agile Development 2.0 methodologies and tools such as Jira and Azure Dev Ops.

Technical Knowledge & Certifications

• Service Now Certified System Administrator (CSA) certification.
• Strong understanding of Service Now platform capabilities and ITSM processes.
• Working knowledge of Service Now modules such as HRSD, SPM, or ITOM.
• Foundational understanding of CMDB, Configuration Management concepts, and their relationship to Service Now platform implementations.
• Familiarity with Service Catalog and Request Management processes.
• Awareness of integration concepts, platform governance, and Service Now best practices.

Key Attributes

• Able to operate independently while influencing stakeholders across business and technical teams.
• Thinks beyond immediate sprint requirements and proactively prepares future backlog items, dependencies, and decisions.
• Comfortable challenging existing processes and recommending improvements based on Service Now leading practices.
• Strong communicator who can engage effectively with executives, process owners, Product Owners, developers, and end users.
• Demonstrates curiosity and enthusiasm for emerging Service Now capabilities, including AI-powered features such as Now Assist.