Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow ITSM and CSM implementations.
Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs.
Facilitate workshops and stakeholder meetings to identify process improvement opportunities.
Support ServiceNow configuration and customization in partnership with technical teams.
Conduct gap analysis and assess existing ServiceNow capabilities vs. client needs.
Collaborate with QA teams to define test scenarios and validate functionality.
Participate in UAT sessions and support go-live activities and post-deployment support.
Monitor ServiceNow performance and usage, identify enhancement opportunities, and contribute to roadmap planning.
Stay up to date with new features and capabilities in the ServiceNow platform
2–5 years of experience as a ServiceNow projects business analyst
Strong knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB, etc.).
Hands-on understanding of ServiceNow CSM (case management, knowledge base, SLAs, customer portals).
Experience with Agile/Scrum delivery methodologies.
Strong analytical and problem-solving skills.
Excellent verbal and written communication abilities.
Experience working with global and cross-functional teams.
Bachelor’s degree in Computer Science, Information Systems, Business, or related field.
