Reference: Vrg_2425_040
Job title: ServiceNow Business Analyst
A ServiceNow Business Analyst is responsible for collaborating with business stakeholders to gather and analyze requirements, translating them into effective solutions using the ServiceNow platform. This role involves configuring and customizing ServiceNow modules (such as ITSM, ITOM, HRSD, etc.), supporting testing and troubleshooting, and ensuring the alignment of ServiceNow solutions with business objectives. This is a future opportunity with flexible employment options.
Key Responsibilities:
Collaborate with business stakeholders to gather, document, and analyze business requirements.
Understand business processes and workflows to map them into ServiceNow solutions.
Work with functional teams to design and configure ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, etc.) to meet business needs.
Develop and maintain detailed requirement specifications, user stories, and use cases.
Act as a liaison between business users and technical teams to ensure proper understanding of requirements.
Assist in creating test plans, user acceptance testing (UAT), and ensure proper validation of new features and customizations.
Support the configuration and implementation of ServiceNow modules, ensuring alignment with best practices.
Identify and troubleshoot issues in the system, work with developers to resolve defects and enhance functionality.
Provide guidance and training to end-users on new features and functionality.
Maintain and enhance existing ServiceNow solutions as per business needs.
Participate in change management, risk management, and project planning for ServiceNow implementations.
Monitor system performance and suggest improvements for optimizing ServiceNow solutions.
Required Skills & Qualifications:
Proven experience as a Business Analyst with a focus on ServiceNow platform (preferably in ITSM, ITOM, HRSD, or CSM).
Strong knowledge of ServiceNow capabilities, configuration, and customization.
Experience in gathering business requirements, creating functional specifications, and ensuring successful implementation.
Solid understanding of IT service management (ITSM) processes, including Incident, Problem, Change, and Service Request management.
Familiarity with Agile and Scrum methodologies for delivering projects.
Excellent communication skills, both verbal and written, to effectively interact with stakeholders.
Strong problem-solving abilities and attention to detail.
Experience in working with cross-functional teams and collaborating with developers, project managers, and QA teams.
Experience with ServiceNow scripting (e.g., Business Rules, Client Scripts, and UI Actions).
ServiceNow Certified Implementation Specialist (CIS) certification in ITSM or other relevant areas.
Knowledge of ITIL practices and frameworks.
Employment Type: Full-time, Permanent [with Part-time and Fixed-term options available].