Job Description

The ServiceNow Senior Business Analyst will act as a strategic liaison between business stakeholders and technical teams, translating business needs into scalable ServiceNow solutions. The role requires deep understanding of ITSM/ITOM/HRSD/CSM processes, strong stakeholder management, and experience delivering enterprise-grade ServiceNow implementations.
Key Responsibilities
Business Analysis & Stakeholder Management
Engage with business stakeholders, process owners, and SMEs to gather, analyze, and validate requirements
Facilitate workshops, discovery sessions, and requirement walkthroughs
Translate business needs intofunctional requirements, user stories, and acceptance criteria
Manage requirement traceability throughout the delivery lifecycle
Act as the primary point of contact for business clarifications and change requests
ServiceNow Functional Expertise
Provide functional leadership across ServiceNow modules such as:
ITSM (Incident, Problem, Change, Request)
ITOM
HR Service Delivery (HRSD)
Customer Service Management (CSM)
CMDB & Discovery (good to have)
Define and optimize workflows, catalog items, SLAs, business rules, and UI policies
Ensure alignment withServiceNow OOTB best practices and minimize customization
Solution Design & Delivery Support
Collaborate with ServiceNow architects, developers, and QA teams to ensure correct implementation
Review solution designs for functional accuracy and business alignment
Support sprint planning, backlog grooming, and release planning
Participate in SIT/UAT planning, execution, and defect triage
Support go-live activities, training, and post-production stabilization
Governance & Continuous Improvement
Ensure compliance with organizational governance and ServiceNow standards
Identify opportunities for process improvement and automation
Drive adoption, value realization, and continuous service improvement
Support reporting, dashboards, and KPI definition
Required Skills & Qualifications
Functional & Domain Skills
Strong experience as aBusiness Analyst on ServiceNow platform
In-depth knowledge of ITIL processes (ITSM)
Experience working inAgile / Scrum delivery models
Strong understanding of enterprise service management concepts
Documentation & Tools
Expertise in:
BRDs, FRDs, user stories, process flows, and wireframes
JIRA / Azure DevOps / ServiceNow Agile module
Visio, Miro, or similar process-mapping tools
Soft Skills
Excellent communication and presentation skills
Strong analytical and problem-solving abilities
Ability to influence stakeholders and manage expectations
Experience working with global and cross-functional teams
Certifications (Preferred)
ServiceNowCertified System Administrator (CSA)
ServiceNowCertified Implementation Specialist (ITSM / HRSD / CSM)
ITIL v4 Foundation or higher
CBAP / CCBA (good to have)
Nice to Have
Experience with ServiceNow upgrades and re-implementations
Exposure to integrations (REST, SOAP, MID Server concepts)
Experience in large enterprise or multi-vendor environments

Skills Required