About the role
The candidate will have responsibilities across the following functions:
Requirements and Analysis:
- Elicit, analyse, and document business and functional requirements for ServiceNow solutions.
- Conduct stakeholder interviews, workshops, and requirement walkthroughs.
- Translate requirements into user stories and acceptance criteria. Functional specifications. Process flows (As-Is / To-Be).
- Perform gap analysis and identify improvement opportunities using ServiceNow capabilities.
ServiceNow Platform Support:
- Support implementation and enhancement of ServiceNow modules such as ITSM (Incident, Problem, Change, Request), CMDB, ITOM, HRSD, and CSM / SPM (as applicable).
- Ensure solutions align with ServiceNow best practices and platform standards.
- Collaborate with ServiceNow developers and architects to clarify requirements and solution design.
Agile and Delivery Support:
- Participate in agile ceremonies, including sprint planning, backlog refinement, reviews, and retrospectives.
- Assist Product Owners with backlog prioritisation and scope definition.
- Support QA teams with requirement validation, test scenarios, and defect analysis.
- Coordinate and support User Acceptance Testing (UAT) and obtain business sign-offs.
Documentation and Stakeholder Management:
- Maintain documentation such as BRD, FRD, user stories, process diagrams, and traceability matrices
- Act as the primary liaison between business users and technical teams
- Proactively identify risks, dependencies, and impacts and communicate to stakeholders
Requirements:
- Bachelor's degree in business, information technology, engineering, or a related field.
- 4+ years of experience as a business analyst.
- At least 2-3 years of hands-on experience with ServiceNow projects.
- Strong understanding of ServiceNow platform fundamentals. ITIL processes and service management concepts.
- Experience working in Agile and/or Waterfall environments.
- Excellent communication, documentation, and stakeholder management skills.
Good to Have:
- Requirements elicitation and analysis.
- User story creation and acceptance criteria definition.
- Process modelling and workflow analysis.
- Stakeholder facilitation and collaboration.
- Tools: ServiceNow, JIRA / Azure DevOps, and Confluence / SharePoint.
Nice-to-Have:
- ServiceNow Certified System Administrator (CSA).
- ITIL Foundation certification.
- Experience with ServiceNow workflows, service catalogues, and integrations.
- Exposure to ServiceNow reporting and Performance Analytics.
- Experience working in enterprise or managed services environments.
Soft Skills:
- Strong analytical and problem-solving skills.
- High attention to detail.
- Proactive and self-motivated.
- Ability to manage multiple priorities and stakeholders.
- Collaborative team player with a customer-focused mindset.