| Job Description: |
Key Responsibilities:
1. Requirement Gathering and Analysis - Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow (ITSM , ITOM modules)
2. Collaborate with stakeholders to gather and analyze business requirements.
3. Translate business needs into technical specifications and user stories.
4. Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs.
5. Support ServiceNow configuration and customization in partnership with technical teams.
6. Document and map current ITSM processes and perform gap analyses against desired or best practice.
7. Collaborate with QA teams to define test scenarios and validate functionality.
8. Work with the development team to ensure requirements are understood and implemented correctly.
9. Assist in configuring ServiceNow applications based on business requirements.
10. Serve as a liaison between business units, IT, and the ServiceNow development team.
11. Facilitate meetings and workshops to gather and refine requirements.
12. Create and maintain comprehensive documentation for processes, workflows, and solutions.
Qualifications:
Education:
Bachelor’s degree (BE) in Information Technology, Computer Science or a related field.
Experience:
1. Overall 8+ years of experience working as Business Analyst
2. Minimum 5 years of experience working as a Business Analyst with a focus on ServiceNow (ITSM, ITOM modules).
3. Proven experience in requirement gathering, process design, and solution implementation.
4. Familiarity with ITIL processes and frameworks is highly desirable.
5. Strong knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB, etc.).
6. Hands-on understanding of ServiceNow ITSM and ITOM modules Experience with Agile/Scrum delivery methodologies.
7. Strong analytical and problem-solving skills.
8. Excellent verbal and written communication abilities.
9. Experience working with global and cross-functional teams.
10. Ability to work independently and as part of a team.
11. Nice to have - ServiceNow Certifications (CSA or CIS or ITIL) |
