ServiceNow Business Analyst

Job Title: ServiceNow Business Analyst

Role:

The ServiceNow Business Analyst will play a key role in analyzing business requirements, facilitating solutions within the ServiceNow platform, and ensuring that our IT service management processes align with organizational goals.

Primary Responsibilities:

· Requirements Gathering: Collaborate with stakeholders to identify and document business needs and requirements related to ServiceNow implementations and enhancements.

· Process Mapping: Analyze current business processes and workflows; identify areas for improvement and automation within ServiceNow.

· Solution Design: Work with technical teams to translate business requirements into functional specifications and assist in the design of ServiceNow solutions.

· Testing and Validation: Develop test plans and conduct testing to ensure that ServiceNow applications meet business requirements and perform effectively.

· User Training and Support: Provide training and support to end-users and stakeholders to maximize the effective use of the ServiceNow platform.

· Documentation: Create and maintain documentation, including process flows, user manuals, and training materials.

· Stakeholder Engagement: Act as a liaison between IT and business units to facilitate communication and ensure alignment on ServiceNow initiatives.

· Continuous Improvement: Monitor and analyze performance metrics, recommend enhancements, and contribute to ongoing improvements in ServiceNow processes.

Qualifications:

· Bachelor’s degree in business administration, Information Technology, or a related field.

· Proven experience as a Business Analyst with ServiceNow.

· Strong understanding of IT service management (ITSM) principles and best practices.

· Excellent analytical, problem-solving, and organizational skills.

· Proficient in documenting business requirements and creating functional specifications.

· Experience with ServiceNow modules (e.g., Incident Management, Change Management, Problem Management) is a plus.

· Strong communication skills and the ability to work effectively with cross-functional teams. Familiarity with Agile methodologies is advantageous.

· ServiceNow Certified System Administrator or Business Analyst certification.

· Experience with data analysis and reporting tools.

· Knowledge of ITIL framework and practices.

Skills Cultural Fit

· Strong project management skills

(Waterfall, Agile): Project scoping,

scheduling, budgeting and risk

management

· Ability to track, report and escalate

project progress/issues

· Stakeholder management and

communication, including presenting at

Steering Committees with IT Leadership

and preparing the presentation material

· Co-ordinating cross-functional teams

· Team and people coordination (including

offshore teams)

· Strong decision making, organization and

prioritization skills

· 3rd party vendor management

· Being able to present complex technical

information to non-technical

stakeholders in an understandable

manner

· Showcase examples of how they quickly

address challenges and roadblocks and

finding innovative solutions. · Good energy · Comfortable working cross-functionally with diverse teams · Ability to flex and tailor communication styles based on the audience · Encourages open communication · Proactive and takes initiative · Embraces change in technology, tools and processes · Resilient in fast-paced or ambiguous environments · Takes ownership of outcomes · Continuous improvement mindset · Ability to flex across multiple time zones (Europe & North America) when required