Acceptance Testing, Agile Programming Methodologies, Backlog Prioritization, Bug Tracking/Defect Management, Business Analysis, Communication Skills, Documentation, Functional Requirements Document (FRD), ITIL (IT Infrastructure Library), Knowledge Management, Leadership, Process Flow, Product Demonstration, REST (Representational State Transfer), Requirements Management, Scripting (Scripting Languages), Scrum Product Owner, Scrum Project Management and Software Development, ScrumMaster, Service Level Agreement (SLA), ServiceNow, Sprint Planning, Standard Operating Procedures (SOP), Technical Writing, Technical/Engineering Design
The ServiceNow Business Analyst acts as a bridge between business stakeholders and technical teams.
Key Responsibilities:
• Gather, analyze, and document business requirements for ServiceNow initiatives (BAU and enhancements)
• Translate requirements into clear user stories, acceptance criteria, and functional specifications
• Work with stakeholders to prioritize backlog items and manage scope expectations
• Participate in sprint planning, backlog grooming, demos, and retrospectives
• Support UAT planning, execution, defect triage, and signoff
• Maintain documentation: BRDs, user stories, process flows, SOPs, training materials
ServiceNow Technical & Platform Responsibilities
• Possess hands on understanding of ServiceNow platform architecture
• Understand how requirements map to:
o Tables, fields, relationships
o Forms, views, UI policies
o Workflows vs Flow Designer
o Business Rules, Client Scripts, Script Includes (conceptual level)
o Convert Business requirements to Functional Requirement documentation and collaborate with Dev/Lead Dev's for Technical Design documentation.
• Design requirements that align with out of the box capabilities before customization
• Understand RITM → SCTASK lifecycle, fulfillment models, approvals, and SLAs
• Review and validate technical solution approaches proposed by developers
• Identify technical impacts, dependencies, and risks early in the lifecycle
• Ensure requirements are upgrade safe, scalable, and maintainable
• Support data related discussions (imports, CMDB impacts, integrations – conceptual)
Collaboration & Governance
• Act as a single point of contact between business and technical teams
• Work closely with:
o ServiceNow Developers
o Lead Developer / Architect
o Product Owners / Scrum Master
• Help enforce BAU vs Project scope boundaries
• Participate in release planning and post release validation
• Support leadership with status updates, risks, and dependency tracking
Required Skills & Experience
• Core Experience
• 6–10+ years of experience as a Business Analyst, with ServiceNow focus
• Strong experience in Agile / Scrum delivery models
• Excellent stakeholder communication and documentation skills
• Experience working with US based customers / stakeholders preferred
ServiceNow Technical Knowledge (Must Have)
• Strong understanding of ServiceNow core platform concepts
• Functional knowledge of:
o ITSM (Incident, Problem, Change)
o Asset (HAM and SAM)
o CMDB
o Service Catalog & Request Fulfillment
o Application Portfolio Management
o Business Continuity Management
o SecOps (SIR and VR)
o Knowledge Management
o CMDB (conceptual understanding)
• Ability to read and understand:
o User stories vs technical tasks
o Configuration vs customization
• Awareness of integrations (REST, MID Server – conceptual)
• Comfortable working with developers on technical feasibility discussions
Required Skills & Experience:
• 8–10+ years of ServiceNow Business Analyst experience
• Strong ITIL and ServiceNow platform knowledge
• Agile/Scrum delivery experience
• Strong stakeholder communication skills