Job Description
The ServiceNow Business Analyst works with business stakeholders, process owners, and technical teams to understand business requirements and translate them into effective ServiceNow solutions. The role involves requirements gathering, process analysis, user stories, functional documentation, testing, and supporting ServiceNow implementations and enhancements.
Key Responsibilities
- Gather, analyze, and document business requirements for ServiceNow implementations and enhancements.
- Work with stakeholders to understand current processes and identify improvement opportunities.
- Translate business requirements into user stories, acceptance criteria, functional requirements, and process flows.
- Collaborate with ServiceNow developers, administrators, architects, and QA teams.
- Support modules such as ITSM, ITOM, ITAM, CSM, HRSD, or Service Portal, depending on project requirements.
- Analyze and improve workflows, approvals, notifications, SLAs, and business rules.
- Participate in Agile/Scrum ceremonies including sprint planning, backlog refinement, daily stand-ups, and retrospectives.
- Create process documentation, functional specifications, and user guides.
- Develop and execute UAT scenarios and coordinate with business users during testing.
- Validate delivered functionality against business requirements.
- Support defect analysis, troubleshooting, data migration, integrations, reporting, and ServiceNow upgrades where required.
Required Skills & Qualifications
- Strong understanding of ServiceNow platform and IT Service Management (ITSM) processes.
- Experience with Incident, Problem, Change, Request, Knowledge, and Service Catalog processes.
- Strong business analysis and requirements-gathering skills.
- Experience writing user stories and acceptance criteria.
- Knowledge of Agile/Scrum methodologies.
- Experience with UAT, functional testing, and defect management.
- Strong analytical, communication, and stakeholder-management skills.
- Ability to work effectively with technical and non-technical teams.
- ServiceNow CSA/CIS certification is preferred.
- Experience with ServiceNow integrations, APIs, reporting, dashboards, workflows, Flow Designer, or additional modules such as ITOM, ITAM, CSM, or HRSD is preferred.
- Validated clinical systems, regulated technology, pharma, CRO, clinical research, healthcare, life sciences, GxP/CSV/CSA, or compliance-driven delivery experience is an added advantage.
What We Offer
- Opportunity to work on enterprise technology projects.
- Collaborative and professional work environment.
- Career growth and learning opportunities.
- Exposure to modern technology platforms and solutions.
- Competitive compensation based on experience and expertise.
Interested in this opportunity?
If you believe your experience and skills are a good match for this position, we would love to hear from you.