UST
Role Description
Job Title: ServiceNow Business Analyst
Experience: 4+ Years
Employment Type: Full-time
Job Summary
We are seeking a detail-oriented ServiceNow Business Analyst to support ongoing enhancements and operational activities on the ServiceNow platform. This role will focus on reviewing ad-hoc requests, working closely with business requestors and fulfillment teams, and translating business needs into clear, actionable requirements that align with platform best practices and organizational goals.
Key Responsibilities
• Review and analyze incoming ServiceNow ad-hoc requests to understand business needs, root causes, and expected outcomes.
• Collaborate with requestors and fulfillment owners to clarify requirements, assess feasibility, and evaluate business impact.
• Gather and document requirements including user stories, functional requirements, acceptance criteria, process flows, data needs, and dependencies.
• Identify needs for new ServiceNow forms or enhancements to existing forms, including UI, validation, and data capture requirements.
• Define form behavior, UI policies, validation rules, and user experience expectations in partnership with technical teams.
• Identify and recommend automation opportunities using Flow Designer, workflows, business rules, catalog tasks, and scheduled actions.
• Assess and drive Knowledge Base article opportunities to promote self-service and reduce recurring issues.
• Recommend self-service and service portal improvements through catalog items, guided forms, and workflow-driven solutions.
• Act as a liaison between business users, fulfillment groups, and the ServiceNow platform team.
• Support User Acceptance Testing (UAT) by preparing test cases, coordinating testing, validating results, and managing defects.
• Provide continuous communication and status updates throughout the enhancement lifecycle.
Required Skills & Experience
• Strong experience gathering and documenting business and functional requirements for ServiceNow enhancements.
• Hands-on understanding of ServiceNow ITSM modules (Incident, Request, Change, Knowledge, CMDB).
• Experience analyzing business processes and recommending ServiceNow-based improvements.
• Ability to translate complex business needs into clear, actionable technical requirements.
• Experience with automation concepts including workflows and Flow Designer.
• Strong documentation, analytical, and communication skills.
• Experience working in Agile environments with backlogs, sprints, and user story refinement.
• Working knowledge of ITIL concepts and service management processes.
Certifications & Preferred Qualifications
• ServiceNow Certified System Administrator (CSA) or other relevant ServiceNow certifications.
• ITIL Foundation or strong understanding of ITIL-based service management practices.
• Experience with request fulfillment, catalog development, and workflow automation.
• Knowledge of Service Portal and user experience best practices.
• Experience working with cross-functional teams including developers, product owners, and business stakeholders.
• Strong problem-solving mindset with the ability to break down complex requirements into structured, actionable steps.
Soft Skills
• Excellent stakeholder communication and facilitation skills.
• Strong analytical and critical thinking abilities.
• Detail-oriented with strong organizational and documentation skills.
• Collaborative mindset and ability to work in a fast-paced environment.
Skills
• ServiceNow
• Business Analyst
• ITSM
• ITIL
Skills
servicenow,itsm process design,itil,servicenow csa,catalog builder,
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