Senior Business Analyst - ServiceNow Platform

Position:
Senior Business Analyst – Service Now Platform

NTT DATA Services currently seeks a Business Analyst to join our team remotely. The Senior Business Analyst serves as the liaison between business stakeholders and the Service Now engineering team. This individual is responsible for understanding business objectives, analyzing processes, defining requirements, managing demand, and ensuring Service Now solutions deliver measurable business value while aligning to platform standards and roadmap objectives.

• 5+ years of Business Analyst experience in enterprise IT environments
• 3+ years working directly with Service Now implementations, enhancements, or platform management
• Experience supporting Agile/Scrum development teams
• Proven track record translating business needs into functional requirements and user stories
• Experience working with executive stakeholders and business process owners

Must have practical knowledge of:

• ITSM
• Service Catalog
• Knowledge Management
• CMDB fundamentals
• Change Management
• Incident Management
• Request Management

Preferred:

• ITOM
• SPM/PPM
• HRSD
• ITAM
• Security Operations
• CSM

Requirements Management

• Elicit and document business requirements
• Facilitate stakeholder workshops and discovery sessions
• Develop:
• User Stories
• Use Cases
• Business Process Flows
• Functional Requirements
• Acceptance Criteria
• Validate requirements with business owners before development begins

Process Analysis

• Analyze current-state and future-state processes
• Identify opportunities for automation and optimization
• Recommend Service Now capabilities that improve efficiency and user experience
• Perform impact assessments for requested changes

Agile Product Support

• Partner with Product Owners and Engineering Managers
• Maintain backlog quality and prioritization
• Support sprint planning and backlog refinement
• Assist with release readiness and user acceptance testing

Stakeholder Management

• Build relationships with:
• Business leaders
• Process owners
• Service owners
• Technical teams
• Manage stakeholder expectations and priorities
• Communicate project status and risks effectively

Governance & Platform Strategy

• Ensure demand aligns with platform standards
• Support solution governance reviews
• Assist with roadmap planning and prioritization
• Help identify duplicate or conflicting requirements across business units

Required Skills

Business Analysis

• Requirements elicitation
• Business process modeling
• Root cause analysis
• Gap analysis
• Documentation management
• Workshop facilitation

Technical Understanding

• Understanding of Service Now architecture
• Ability to read and understand:
• Workflow diagrams
• Data models
• Integration requirements
• Solution designs
• Familiarity with REST APIs and integrations

Communication

• Executive-level presentation skills
• Strong written communication
• Conflict resolution and negotiation skills
• Ability to simplify technical concepts for non-technical audiences

Preferences

Preferred Certifications

Service Now

• Service Now Certified System Administrator (CSA)
• Service Now Certified Implementation Specialist (any module)
• Service Now Micro-Certifications

Business Analysis

• CBAP
• CCBA
• PMI-PBA
• Agile Analysis Certification

Agile

• Certified Scrum Product Owner (CSPO)
• SAFe Practitioner
• SAFe Product Owner/Product Manager

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The hourly rate for this remote role is ($65/hourly). This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.