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Job Title: ServiceNow Business Analyst
Location: San Francisco, California & Dallas, Texas
Job Summary:
We are seeking an experienced ServiceNow Business Analyst to support ServiceNow platform initiatives, including ITSM, HRSD, CSM, and other modules. The ideal candidate will work closely with business stakeholders and technical teams to gather requirements, analyse processes, and ensure successful delivery of ServiceNow solutions.
Key Responsibilities:
• Gather, analyse, and document business and functional requirements for ServiceNow modules (ITSM, HRSD, CSM, etc.).
• Work with stakeholders to identify process improvements and propose ServiceNow-based solutions.
• Translate business needs into technical specifications and user stories for the development team.
• Collaborate with developers, testers, and project managers to ensure on-time and quality delivery.
• Conduct workshops, interviews, and walkthroughs to elicit detailed business requirements.
• Create and maintain process flow diagrams, BRDs, FRDs, and user stories in tools like Jira or ServiceNow Agile module.
• Support UAT (User Acceptance Testing) and help drive change management and end-user training.
• Assist in prioritization and backlog grooming activities as part of the Agile/Scrum process.
• Continuously monitor the platform’s performance and gather feedback for improvements.
Required Skills & Qualifications:
• Bachelor s degree in business administration, Computer Science, or related field.
• 5+ years of experience as a Business Analyst, with at least 3 years focused on ServiceNow.
• Strong understanding of ServiceNow platform capabilities, especially ITSM and related modules.
• Experience with Agile/Scrum methodologies and use of tools like Jira, Confluence, or ServiceNow Agile Development.
• Excellent communication and stakeholder management skills.
• Ability to produce clear and concise documentation, including process maps, use cases, and acceptance criteria.
• Familiarity with ServiceNow reporting and dashboarding.
Preferred Qualifications:
• ServiceNow Certified System Administrator (CSA).
• Experience with HRSD, CSM, or ITOM modules.
• Background in ITIL practices or ITIL v4 certification.
• Experience with ServiceNow Performance Analytics or Governance, Risk, and Compliance (GRC) modules is a plus.