Service Now Business Analyst

- 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. - Participate in UAT sessions and support go-live activities and post-deployment support. - Monitor ServiceNow performance and usage, identify enhancement opportunities, and contribute to roadmap planning. - Stay up to date with new features and capabilities in the ServiceNow platform - 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. - Experience working with global and cross-functional teams. - Bachelor’s degree in Computer Science, Information Systems, Business, or related field.

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