ServiceNow Business Analyst

What You'll Do

• Serve as the primary liaison between business stakeholders and technical teams.
• Lead recurring stakeholder meetings to:
• Understand business needs, pain points, and current-state processes.
• Define desired outcomes, scope, and measurable success criteria.
• Act as a trusted consultant, guiding stakeholders toward scalable, effective ServiceNow solutions.
• Manage stakeholder expectations and maintain alignment throughout the project lifecycle.

Requirements & Story Management

• Elicit, analyze, and document clear, complete, and testable requirements.
• Story Writing & Acceptance Criteria – Serve as the primary author of user stories and acceptance criteria; ensure clarity, testability, and alignment with business and technical goals.
• Documentation & Analysis – Create and maintain business process flows, data flows, dependency maps, and other required artifacts.
• Obtain formal stakeholder sign-off on requirements and scope.
• Define and prioritize the product backlog, ensuring alignment with business objectives.
• Conduct backlog grooming, sprint planning, and review sessions to ensure timely delivery of value.
• Act as the primary point of contact for development teams, providing ongoing clarity about requirements and product vision.
• Contribute to product roadmaps and strategic initiatives, balancing priorities, resources, and timelines.

Agile Participation

• Sprint Planning – Clarify requirements and acceptance criteria to ensure stories are ready for development.
• Daily Standups – Report BA updates, including story readiness, clarifications, and blockers.
• Backlog Refinement – Refine stories, acceptance criteria, and business value; ensure backlog quality.
• Sprint Review – Support "show me" session demos, present functionality when needed, and capture stakeholder feedback.

Qualifications

• Bachelor’s degree in computer science, Engineering, Information Technology, or a related field preferred.
• Experience supporting ServiceNow platforms.
• Strong understanding of ITSM, CSM, Scoped Applications, CMDB, and ServiceNow workflow capabilities.
• 2–4 years of experience as a Business Analyst or working within SDLC methodologies (Agile, DevOps, Lean, etc.).
• Strong analytical, problem-solving, and organizational skills with the ability to manage multiple priorities.
• Excellent oral and written communication skills.
• Strong facilitation skills and demonstrated ability to work with cross-functional teams preferred.