ServiceNow Business Analyst

Job Description

Service Now Business Analyst

• Engage with business stakeholders to understand business objectives, challenges, and requirements
• Elicit, analyze, validate, and document business, functional, and non‑functional requirements
• Translate business needs into clear, structured artifacts such as:
• Business Requirement Documents (BRD)
• Functional Requirement Specifications (FRS)
• User Stories & Acceptance Criteria
• Ensure requirements are traceable throughout the project lifecycle

• Analyze existing business processes ("As Is") and design optimized future‑state processes ("To Be")
• Identify gaps, inefficiencies, risks, and improvement opportunities
• Support business process reengineering and transformation initiatives

• Act as a single point of contact between business users, product owners, developers, testers, and vendors
• Facilitate workshops, requirement walkthroughs, and design discussions
• Manage stakeholder expectations and ensure alignment across teams

• Support solution design by providing clarifications to technical teams
• Participate in sprint planning, backlog grooming, and reviews (Agile environments)
• Assist QA teams with test scenarios, UAT coordination, and defect triage
• Support post‑implementation activities and continuous improvement

• Maintain up‑to‑date documentation in line with organizational standards
• Ensure adherence to internal controls, compliance, and audit requirements
• Provide regular status updates, reports, and metrics to leadership

• Strong experience in Business Analysis and Requirements Management
• Excellent communication, facilitation, and stakeholder management skills
• Expertise in documentation techniques and modeling tools
• Ability to translate complex business problems into simple, actionable requirements

• SDLC methodologies:
  Agile / Scrum / Waterfall
• Tools: JIRA, Confluence, Azure Dev Ops, Visio, MS Excel, Power Point
• Experience with APIs, data flows, or system integrations (preferred)
• Domain knowledge in BFSI / ITSM / ITOM / Digital Platforms (preferred)

• Analytical thinking and problem‑solving skills
• High attention to detail and quality orientation
• Ability to work independently and manage multiple priorities
• Adaptability in fast paced, changing environments
• Strong customer and business focus

• CBAP / CCBA / PMI PBA certification
• Experience with Service Now, ERP, CRM, or core banking platforms
• Exposure to automation, AI, or data analytics initiatives

• Accuracy and completeness of requirements
• Stakeholder satisfaction
• Timely delivery of project milestones
• Reduction in rework and defects due to requirement gaps

$100,000–$120,000 a year

BACHELOR OF COMPUTER SCIENCE