ServiceNow Business Analyst

Key Responsibilities

• Act as a Business Analyst for end-to-end ServiceNow implementations and enhancements
  

• Lead requirement gathering, stakeholder discussions, workshops, and gap analysis
  

• Translate business needs into BRD, FRD, user stories, process flows, and functional specifications
  

• Collaborate with developers, architects, and QA teams to ensure accurate implementation
  

• Support and configure ServiceNow Service Portal requirements including UX flows and catalog experiences
  

• Work closely with SPM (Strategic Portfolio Management) for demand, project, and resource management use cases
  

• Provide functional expertise on ServiceNow ITSM (Incident, Problem, Change, Request, CMDB)
  

• Support ITOM processes including discovery, service mapping, and event management (functional perspective)
  

• Assist with IRM (Integrated Risk Management) requirements and compliance workflows
  

• Leverage Now Assist capabilities to improve user experience, automation, and AI-driven insights
  

• Support UAT planning, execution, defect tracking, and sign-off
  

• Ensure adherence to ServiceNow best practices and platform standards
  

• Prepare and maintain functional documentation, user guides, SOPs, and release notes
  

Requirements

Required Skills

• 7+ years of experience as a Business Analyst with strong ServiceNow platform exposure
  

• Hands-on functional experience in:
  

  • ServiceNow ITSM (mandatory)
    

  • Service Portal
    

  • SPM (Strategic Portfolio Management)
    

  • ITOM
    

  • IRM (Integrated Risk Management)
    

  • Now Assist
    

• Strong expertise in documentation (BRD, FRD, use cases, process diagrams)
  

• Experience working in Agile / Scrum environments
  

• Excellent communication, stakeholder management, and analytical skills