ServiceNow Business Analyst

Role Summary

Bridge business stakeholders and technical teams by defining, documenting, validating, and managing requirements for ServiceNow solutions, with an out-of-box-first mindset.

Key Responsibilities

• Lead discovery and fit-to-standard workshops and stakeholder interviews, demonstrating out-of-box capabilities before proposing customization.
• Document current-state and future-state processes (BPMN/Visio/Lucid), requirements, user stories, and acceptance criteria (e.g., Given/When/Then).
• Translate business needs into ServiceNow functional requirements and a prioritized backlog.
• Define data, reporting, and KPI requirements, including data migration and Performance Analytics needs.
• Support process design, solution reviews, sprint planning, demos, UAT, and release readiness.
• Maintain requirements traceability and resolve requirement gaps or conflicts.
• Partner with architects, developers, QA, and product owners throughout delivery.
• Develop process flows, training materials, and operational documentation; support organizational change management.

Required Qualifications & Skills

• 3+ years as a Business Analyst, including 2+ years on ServiceNow implementations (higher for L3/L4).
• Strong process-mapping, requirements, and user-story skills.
• Working knowledge of ServiceNow platform capabilities and one or more modules (ITSM, CSM, HRSD, etc.), including the CSDM at a conceptual level.
• Strong facilitation, communication, and stakeholder-management skills.
• Experience with Agile/Scrum delivery and backlog tools (Jira, ServiceNow Agile Development).

Preferred Qualifications

• CSA, ITIL 4 Foundation, or ServiceNow micro-certifications.
• CBAP/CCBA, CSPO/PSPO, or similar BA/product credentials.
• Experience with enterprise-scale transformation programs.

Level & Experience

We are hiring at multiple levels; final level/salary is based on interview performance.

• L1 (1-3 yrs): Documents requirements, user stories and process flows, and supports UAT under a senior BA's guidance.
• L2 (3-5 yrs): Independently runs workshops, writes user stories with acceptance criteria and manages a module backlog.
• L3 (5-8 yrs): Leads requirements across multiple modules or teams, drives fit-to-standard decisions and resolves stakeholder conflicts.
• L4 (8+ yrs): Leads business analysis for large transformation programs, shapes process strategy and advises client leadership.

General Expectations

• Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
• Produce clear technical/functional documentation and follow established development, security, change, and release standards.
• Communicate effectively with technical teams, business stakeholders, and client leadership.
• Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.