- Elicit, document, and validate business and functional requirements for ServiceNow initiatives across modules (ITSM, HRSD, SPM, CSM, etc.)
- Facilitate workshops, interviews, and JAD sessions with stakeholders at all levels
- Translate business needs into user stories, use cases, process flows, and acceptance criteria
- Serve as the primary liaison between business stakeholders and the ServiceNow development/configuration team
- Conduct current-state process analysis and recommend future-state improvements leveraging platform capabilities
- Manage the product backlog, prioritize features, and support sprint planning in an Agile environment
- Partner with platform architects and developers to ensure solutions are scalable and align with ServiceNow best practices
- Support UAT by defining test scenarios, coordinating testing, and tracking defects to resolution
- Develop training materials and support change management activities at go-live
- Produce clear documentation including BRDs, solution design documents, and process maps
Qualifications
- 4-8 years of experience as a Business Analyst, with at least 3 years working directly with the ServiceNow platform
- Strong understanding of ServiceNow''s data model, workflows, and core modules
- Proficiency in requirements management tools (Jira, Azure DevOps, or similar)
- Experience working in Agile/Scrum delivery models
- Demonstrated ability to facilitate workshops and influence without direct authority
- Excellent written and verbal communication skills; able to translate technical concepts for non-technical audiences
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