Business Analyst - ServiceNow

Responsibilities

• Lead requirements-gathering sessions with business and technical stakeholders to understand goals, challenges, and priorities.
• Document current and future business processes, identify gaps, and help define practical solutions.
• Develop and maintain user stories, functional requirements, process flows, use cases, and acceptance criteria.
• Partner with developers, solution architects, and project teams to ensure requirements are clearly understood and delivered effectively.
• Support Agile delivery activities such as backlog refinement, sprint planning, prioritization, and release coordination.
• Affirmative action statement: Support UAT planning and execution, including functional validation and issue tracking in test environments.
• Identify opportunities to streamline workflows and improve the overall user experience.
• Keep stakeholders informed through clear communication, timely updates, and dependable follow-through.
• Maintain strong documentation, traceability, and knowledge transfer throughout the project lifecycle.
• Support adoption and continuous improvement of ServiceNow capabilities across the enterprise.

Requirements

• 5+ years of experience as a Business Analyst supporting enterprise applications, IT platforms, or digital transformation efforts.
• Strong background in requirements elicitation, business process mapping, workflow analysis, and user story development.
• Experience working in Agile or Scrum environments.
• Ability to collaborate effectively with stakeholders, developers, architects, and project teams.
• Hands-on experience supporting UAT and functional testing.
• Excellent communication, facilitation, and stakeholder management skills.
• Experience supporting software implementations or platform enhancements.
• Familiarity with ServiceNow and related capabilities such as ITSM, ITOM, CSM, or HRSD.

Preferred Skills

• Direct experience working on the ServiceNow platform.
• Certification such as CBAP, PMI-PBA, or an equivalent business analysis credential.
• Experience in large, complex enterprise environments.
• Familiarity with Digital Employee Experience tools such as Nexthink or similar platforms.
• Background in process optimization, change management, or digital workplace initiatives.