Business Analysis & Stakeholder Management, Engage with business stakeholders, process owners, and SMEs to gather, analyze, and validate requirements
Facilitate workshops, discovery sessions, and requirement walkthroughs, Translate business needs intofunctional requirements, user stories, and acceptance criteria
Manage requirement traceability throughout the delivery lifecycle, Act as the primary point of contact for business clarifications and change requests
ServiceNow Functional Expertise
Provide functional leadership across ServiceNow modules such as: ITSM (Incident, Problem, Change, Request),ITOM,HR Service Delivery (HRSD),Customer Service Management (CSM)
CMDB & Discovery (good to have)
Define and optimize workflows, catalog items, SLAs, business rules, and UI policies
Ensure alignment withServiceNow OOTB best practices and minimize customization
Solution Design & Delivery Support
Collaborate with ServiceNow architects, developers, and QA teams to ensure correct implementation
Review solution designs for functional accuracy and business alignment
Support sprint planning, backlog grooming, and release planning
Participate in SIT/UAT planning, execution, and defect triage
Support go-live activities, training, and post-production stabilization
Governance & Continuous Improvement
Ensure compliance with organizational governance and ServiceNow standards
Identify opportunities for process improvement and automation
Drive adoption, value realization, and continuous service improvement
Support reporting, dashboards, and KPI definition
Strong experience as a Business Analyst on ServiceNow platform
In-depth knowledge of ITIL processes (ITSM)
Experience working inAgile / Scrum delivery models
Strong understanding of enterprise service management concepts
Expertise in: BRDs, FRDs, user stories, process flows, and wireframes
JIRA / Azure DevOps / ServiceNow Agile module
Visio, Miro, or similar process-mapping tools
Excellent communication and presentation skills
Strong analytical and problem-solving abilities
Ability to influence stakeholders and manage expectations
Experience working with global and cross-functional teams
