Business Analyst - ServiceNow

The Business Analyst - ServiceNow is a seasoned subject matter expert, responsible for working with internal and external clients to determine requirements and to define solutions to address complex business, process and systems problems, and improvements in the organization. 

This role acts as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals.

Key Responsibilities:

• Acts as a strategic bridge between business challenges and technology solutions, with a strong focus on leveraging the ServiceNow platform to deliver measurable business value.
• Analyzes, translates, and resolves complex business and process problems through ServiceNow capabilities and other enterprise technologies.
• Works closely with internal clients to apply industry best‑practice methodologies to gather business requirements and design optimized ServiceNow solutions addressing process, information, and system needs.
• Delivers ServiceNow‑related projects in alignment with sponsor objectives, enterprise architecture, and platform governance standards.
• Proactively develops and enhances services and workflows on the ServiceNow platform, supporting the full lifecycle from service definition through build, testing, deployment, and continuous improvement.
• Identifies and documents operational gaps within ServiceNow processes and modules, including producing user guides, templates, test cases, and training materials.
• Supports ongoing ServiceNow service operations, assisting with issue resolution, defect analysis, and improvement initiatives.
• Adheres to defined SDLC, Agile, and ServiceNow development and support processes, ensuring compliance with governance and platform best practices.
• Communicates risks, blockers, and delivery challenges proactively, escalating where necessary to ensure timely closure of issues.
• Takes ownership for delivering work packages or project components independently and with minimal supervision.
• Performs additional related tasks as required to support ServiceNow initiatives and broader business objectives.

Knowledge and Attributes:

• Deep understanding of business processes and enterprise service management, with the ability to translate them into effective ServiceNow solutions.
• Strong team player with excellent client‑service orientation, supported by solid organizational and administrative skills.
• Expertise in ServiceNow modules, workflows, data structures, and configuration, as well as an understanding of how the platform enables business transformation.
• High attention to detail, even under pressure, and ability to maintain quality across multiple concurrent tasks.
• Excellent verbal and written communication skills, including the ability to articulate technical concepts to non‑technical stakeholders.
• Strong process‑mapping skills, including the use of ServiceNow Flow Designer, BPMN, or similar tools.
• Ability to build rapport and collaborate effectively with business stakeholders, developers, administrators, and cross‑functional teams.
• Knowledge of project management methodologies and Agile/DevOps ways of working.
• Exceptional analytical ability to translate business requirements into functional specifications, user stories, and ServiceNow configurations.
• Excellent documentation capabilities, including functional requirements, test cases, user documentation, process maps, and presentations.
• Proficiency in Microsoft Office Suite (Exchange, Word, Excel, Project, PowerPoint, Visio).
• Strong understanding of enterprise systems commonly integrated with or used alongside ServiceNow, such as SAP, Remedy, Siebel, or EMS.
• Solid understanding of ITIL principles and practical experience applying them within a ServiceNow or service‑integrator environment.

Academic Qualifications and Certifications:

• Bachelor’s degree (or equivalent) in Business, Information Technology, or a related field.
• Project management certification is advantageous.
• Professional Business Analysis certification (e.g., ECBA/CCBA/CBAP) is preferred.
• IIBA membership is preferred.
• Relevant technology certifications, especially ITIL and ServiceNow certifications (CSA, CAD, CIS‑ITSM, CIS modules), are highly beneficial.

Required experience:

• Extensive experience as a Business Analyst within a technology services environment, preferably in a ServiceNow‑focused role.
• Experience as a ServiceNow system administrator or developer is advantageous.
• Strong exposure to operational aspects of a services organization, ideally within a systems integrator or managed services context.
• Significant experience in requirements gathering, user story definition, process mapping, and implementing new services and systems on the ServiceNow platform.