Job description

We are seeking an experienced and detail-oriented ServiceNow Business Analyst - ITSM. In this role, you will act as a key liaison between stakeholders and the technical team, ensuring that business requirements are clearly defined, documented, and translated into effective solutions within the ServiceNow ITSM platform.
You will drive the analysis, design, and implementation of ITSM processes and improvements, support ServiceNow implementations and enhancements, and contribute to strategic initiatives aimed at optimizing IT service delivery.
Key Responsibilities:
• Gather, analyze, and document business requirements for ITSM processes using ServiceNow
• Collaborate with stakeholders to identify business challenges and opportunities for improvement
• Translate business needs into detailed functional and technical requirements
• Work closely with ServiceNow developers and administrators to ensure solutions meet business objectives
• Assist in configuring and testing ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, etc.)
• Conduct workshops and stakeholder interviews to validate requirements and design decisions
• Support UAT, training, and deployment activities
• Provide post-implementation support and continuous improvement recommendations
• Develop process documentation, user stories, use cases, and workflow diagrams
• Ensure compliance with governance, best practices, and organizational standards
Qualifications:
• Experience working in large-scale ServiceNow implementations
• Familiarity with reporting and dashboarding in ServiceNow
• Experience with integration of ServiceNow with other platforms/tools
• Ability to work independently and as part of a cross-functional team
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