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