ServiceNow Business Analyst

Job Description – ServiceNow Business Analyst

Key Responsibilities

• Act as a Business Analyst for end-to-end ServiceNow implementations and enhancements
• Lead requirement gathering, stakeholder discussions, workshops, and gap analysis
• Translate business needs into BRD, FRD, user stories, process flows, and functional specifications
• Collaborate with developers, architects, and QA teams to ensure accurate implementation
• Support and configure ServiceNow Service Portal requirements including UX flows and catalog experiences
• Work closely with SPM (Strategic Portfolio Management) for demand, project, and resource management use cases
• Provide functional expertise on ServiceNow ITSM (Incident, Problem, Change, Request, CMDB)
• Support ITOM processes including discovery, service mapping, and event management (functional perspective)
• Assist with IRM (Integrated Risk Management) requirements and compliance workflows
• Leverage Now Assist capabilities to improve user experience, automation, and AI-driven insights
• Support UAT planning, execution, defect tracking, and sign-off
• Ensure adherence to ServiceNow best practices and platform standards
• Prepare and maintain functional documentation, user guides, SOPs, and release notes

Requirements

Required Skills

• 7+ years of experience as a Business Analyst with strong ServiceNow platform exposure
• Hands-on functional experience in:
• ServiceNow ITSM (mandatory)
• Service Portal
• SPM (Strategic Portfolio Management)
• ITOM
• IRM (Integrated Risk Management)
• Now Assist
• Strong expertise in documentation (BRD, FRD, use cases, process diagrams)
• Experience working in Agile / Scrum environments
• Excellent communication, stakeholder management, and analytical skills