Job Description
We are seeking an experienced ServiceNow Platform Business Analyst to bridge business needs with technical solutions.
The role involves analyzing business processes, gathering requirements, and designing optimized workflows on the ServiceNow platform.
The ideal candidate will possess strong domain expertise in ITIL frameworks and ServiceNow modules, combined with excellent stakeholder management and analytical capabilities.
Key Responsibilities
1. Requirements Gathering & Analysis: Collaborate with business stakeholders to understand and document requirements. Translate business needs into functional specifications, user stories, and acceptance criteria. Conduct workshops and stakeholder interviews to ensure alignment and clarity.
2. Process Mapping & Design: Analyze current business processes and identify improvement opportunities. Design optimized workflows aligned with ServiceNow best practices. Develop process maps (AS-IS and TO-BE) to support transformation initiatives.
3. Solution Definition: Partner with architects and developers to design scalable and efficient ServiceNow solutions. Act as a liaison between business users and technical teams. Ensure solutions align with enterprise architecture and business strategy.
4. Documentation & Training: Create and maintain comprehensive documentation including business requirements documents (BRD), functional specifications, user guides and training materials. Conduct training sessions and workshops to drive adoption of ServiceNow solutions.
5. Platform Support & Enhancement (BAU): Manage enhancement requests and continuous improvement initiatives. Identify gaps in existing ServiceNow implementations and recommend solutions. Support ongoing platform optimization and governance.
6. Stakeholder & Team Collaboration: Engage with cross-functional teams to deliver business solutions. Contribute to key decision-making processes. Provide guidance and mentorship within the team where required.
7. Data Analysis & Continuous Improvement: Utilize data analysis techniques to identify trends and inefficiencies. Recommend data-driven improvements to processes and systems. Promote innovation and continuous optimization.
Required Qualifications & Experience
* Minimum 4+ years as a Business Analyst. At least 2+ years of hands‑on experience with ServiceNow projects.
* Domain knowledge: Strong understanding of ITIL framework; experience with ServiceNow modules: ITSM, HRSD, CSM.
* Certifications (preferred/required): ITIL Certification; ServiceNow Certified System Administrator (CSA); Business Analysis certifications (e.g., CBAP, CCBA).
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