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Role: ServiceNow Business Analyst - Banking*
The ServiceNow Business Analyst will be responsible for bridging the gap between business stakeholders and the development team. This role involves using data analytics and other techniques to assess processes, determine requirements, and create prioritised recommendations / requirements based on client / user inputs. The Business Analyst will collaborate with IT teams, and align solutions with business goals and technical capabilities.
Key Responsibilities:
• Requirements Gathering: Work closely with stakeholders to gather and document business requirements for ServiceNow implementations.
• Process Analysis: Conduct organizational studies and evaluations, design systems and procedures, and prepare operations and procedures manuals to assist management in operating more efficiently and effectively.
• Development: Collaborate with Architects and Developers to ensure consistent development and reporting according to business requirements and ServiceNow best practice
• Stakeholder Management: Foster effective communication and collaboration across different functions. Engage with stakeholders to ensure effective and efficient implementation of projects. Support and ownership of appropriate communications plans
• Project Management: Support management and development of the implementation roadmap(s), ensuring teams remain focused on the agreed outcomes and change timetable. Input to and project work plans and revise as appropriate to meet changing needs and requirements.
• Testing and Validation: Perform business requirements gathering, data validation, and data mapping review. Assist in testing user stories, refining requirements.
• Reporting and Documentation: Create reports and dashboards to monitor project progress and performance. Ensure project documents are complete, current, and appropriately stored.
Qualifications:
• Education: Bachelor's degree in Computer Science, Information Systems, Business, or a related field.
• Experience: Ideally candidate will have at least 5 years relevant IT Industry experience ideally in a client facing role and a minimum of 2-3 years of experience in ServiceNow BA role or project management/product ownership. Knowledge and experience in more than one of ITSM, ITOM, and ITAM and Service Catalogue capabilities would put candidate in strong position.
• Excellent communication and stakeholder management skills.
• Strong client-facing and consulting skills.
• Strong analytical and problem-solving abilities.
• Basic understanding and experience in tools like Jira, Confluence, Mindmap, and Visio.
• Basic knowledge of SQL and strong ability to analyze data using Excel.
• Customer and service management
• Understanding of “Business of IT”
• Critical thinking
• Familiarity with agile/lean work management processes.
Certifications: (Note these are desired not mandatory requirements)
• One of the following or similar
o Certification of Capability in Business Analysis (CCBA),
o Certified Business Analysis Professional (CBAP) and
o Entry Certificate in Business Analysis (ECBA).
• ServiceNow Foundations (CSA) certifications aligned to ITSM, ITOM, ITAM etc or other relevant certifications are a plus.
• Delivery-oriented mindset with exceptional time management skills.
• Ability to work in a virtual team and across boundaries.
• Highly motivated, enthusiastic, and eager to learn.
• Strong written and verbal communication skills.
• Supportive, yet providing challenge and learning to client especially on ServiceNow / Industry Best practice
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Contract
Job function
* Job function
Information Technology and Other
* Industries
Banking, Software Development, and Technology, Information and Media
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