ServiceNow Business Analyst – ITSM

Job Description:

Key Responsibilities:

• Gather, analyze, and document business requirements for ITSM processes using ServiceNow
• Collaborate with stakeholders to identify business challenges and opportunities for improvement
• Translate business needs into detailed functional and technical requirements
• Work closely with ServiceNow developers and administrators to ensure solutions meet business objectives
• Assist in configuring and testing ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, etc.)
• Conduct workshops and stakeholder interviews to validate requirements and design decisions
• Support UAT, training, and deployment activities
• Provide post-implementation support and continuous improvement recommendations
• Develop process documentation, user stories, use cases, and workflow diagrams
• Ensure compliance with governance, best practices, and organizational standards

Qualifications:

• Experience working in large-scale ServiceNow implementations
• Familiarity with reporting and dashboarding in ServiceNow
• Experience with integration of ServiceNow with other platforms/tools
• Ability to work independently and as part of a cross-functional team

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