About the role
ServiceNow Business Analyst acting as a liaison between business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow ITSM and CSM implementations.
ConsultingOnsite
Key Responsibilities
- Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow ITSM and CSM implementations.
- Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs.
- Facilitate workshops and stakeholder meetings to identify process improvement opportunities.
- Support ServiceNow configuration and customization in partnership with technical teams.
- Conduct gap analysis and assess existing ServiceNow capabilities vs. client needs.
- Collaborate with QA teams to define test scenarios and validate functionality.
Requirements
- 2–5 years of experience as a ServiceNow projects business analyst
- Strong knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB, etc.).
- Hands-on understanding of ServiceNow CSM (case management, knowledge base, SLAs, customer portals).
- Experience with Agile/Scrum delivery methodologies.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication abilities.