Senior Business Analyst - ServiceNow Platform

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

For more than 25 years, NTT DATA Services has focused on impacting the core of your business operations with industry-leading outsourcing services and automation. With our industry-specific platforms, we deliver continuous value addition and innovation that will improve your business outcomes. Outsourcing is not just a method of gaining a one-time cost advantage, but an effective strategy for gaining and maintaining competitive advantages when executed as part of an overall sourcing strategy.

About the role

The Senior Business Analyst serves as the liaison between business stakeholders and the ServiceNow engineering team. This individual is responsible for understanding business objectives, analyzing processes, defining requirements, managing demand, and ensuring ServiceNow solutions deliver measurable business value while aligning to platform standards and roadmap objectives.

Responsibilities

• Elicit and document business requirements.
• Facilitate stakeholder workshops and discovery sessions.
• Develop:
  • User Stories
  • Use Cases
  • Business Process Flows
  • Functional Requirements
  • Acceptance Criteria
• Validate requirements with business owners before development begins.
• Analyze current-state and future-state processes.
• Identify opportunities for automation and optimization.
• Recommend ServiceNow capabilities that improve efficiency and user experience.
• Perform impact assessments for requested changes.
• Partner with Product Owners and Engineering Managers.
• Maintain backlog quality and prioritization.
• Support sprint planning and backlog refinement.
• Assist with release readiness and user acceptance testing.
• Build relationships with business leaders, process owners, service owners, and technical teams.
• Manage stakeholder expectations and priorities.
• Communicate project status and risks effectively.
• Ensure demand aligns with platform standards.
• Support solution governance reviews.
• Assist with roadmap planning and prioritization.
• Help identify duplicate or conflicting requirements across business units.

Requirements

• 5+ years of Business Analyst experience in enterprise IT environments.
• 3+ years working directly with ServiceNow implementations, enhancements, or platform management.
• Experience supporting Agile/Scrum development teams.
• Proven track record translating business needs into functional requirements and user stories.
• Experience working with executive stakeholders and business process owners.

ServiceNow Knowledge

Must have practical knowledge of:

• ITSM
• Service Catalog
• Knowledge Management
• CMDB fundamentals
• Change Management
• Incident Management
• Request Management

Preferred:

• ITOM
• SPM/PPM
• HRSD
• ITAM
• Security Operations
• CSM

Skills

Business Analysis

• Requirements elicitation
• Business process modeling
• Root cause analysis
• Gap analysis
• Documentation management
• Workshop facilitation

Technical Understanding

• Understanding of ServiceNow architecture
• Ability to read and understand:
  • Workflow diagrams
  • Data models
  • Integration requirements
  • Solution designs
• Familiarity with REST APIs and integrations

Communication

• Executive-level presentation skills
• Strong written communication
• Conflict resolution and negotiation skills
• Ability to simplify technical concepts for non-technical audiences

Qualifications

Preferred Certifications

ServiceNow

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (any module)
• ServiceNow Micro-Certifications

Business Analysis

• CBAP
• CCBA
• PMI-PBA
• Agile Analysis Certification

Agile

• Certified Scrum Product Owner (CSPO)
• SAFe Practitioner
• SAFe Product Owner/Product Manager

Pay

The hourly rate for this remote role is $65/hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.

Benefits

This position is eligible for company benefits that may include:

• Medical, dental, and vision insurance
• Flexible spending or health savings account
• Life and AD&D insurance
• Short- and long-term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally required benefits