ServiceNow BA
2 Minutes ago • 5 Years + • $114,400 PA - $135,200 PA
Business Analysis
Job Description
The ServiceNow Senior Business Analyst acts as a crucial link between business stakeholders, process owners, and technical teams. This role involves defining, documenting, and delivering solutions to optimize IT service management and enhance employee experience using the ServiceNow platform. The analyst will leverage deep process understanding and strong analytical and communication skills to align platform capabilities with organizational goals.
Good To Have:
- ServiceNow Certified System Administrator (CSA) or Certified Business Analyst certification
- Experience working in an Agile, SAFe, or Lean environment
- Familiarity with Service Portal, HRSD, CSM, ITAM, GRC, or ITOM modules
- Exposure to data visualization and reporting tools (Performance Analytics, Power BI, etc.)
- Experience identifying and analyzing alternative solutions to complex business requirements and providing guidance and advice
- Demonstrated ability to work independently and with others
- Thrives in a highly collaborative, matrixed, complex, fast paced environment
- Detail-oriented with a focus on quality and user experience
- Strong collaborator who thrives in cross-functional, fast-paced environments
- Proactive problem-solver who balances business priorities with technical feasibility
- Passion for process improvement, automation, and service excellence
- Familiarity with client's existing information architecture, application portfolio, and information management methodology
Must Have:
- Undergraduate degree in Information Systems, Computer Science, Business, or related field
- 5 years of experience as a Business Analyst, ideally supporting ITSM or enterprise platforms
- 2 years as a ServiceNow Business Analyst
- Strong understanding of ITIL v4 processes and best practices
- Hands-on experience with ServiceNow modules such as Incident, Problem, Change, Request, Knowledge, CMDB, or ITOM
- Proficiency in writing user stories, acceptance criteria, and functional design documentation
- Excellent analytical, facilitation, and communication skills
The ServiceNow Senior Business Analyst serves as the key liaison between business stakeholders, process owners, and technical teams to define, document, and deliver solutions that optimize IT service management and employee experience through the ServiceNow platform. This role combines deep process understanding with strong analytical and communication skills to ensure that platform capabilities effectively meet organizational goals.
Qualifications:
Required:
- Undergraduate degree in Information Systems, Computer Science, Business, or related field
- 5 years of experience as a Business Analyst, ideally supporting ITSM or enterprise platforms
- 2 years as a ServiceNow Business Analyst
- Strong understanding of ITIL v4 processes and best practices
- Hands-on experience with ServiceNow modules such as Incident, Problem, Change, Request, Knowledge, CMDB, or ITOM
- Proficiency in writing user stories, acceptance criteria, and functional design documentation
- Excellent analytical, facilitation, and communication skills
Preferred:
- ServiceNow Certified System Administrator (CSA) or Certified Business Analyst certification
- Experience working in an Agile, SAFe, or Lean environment
- Familiarity with Service Portal, HRSD, CSM, ITAM, GRC, or ITOM modules
- Exposure to data visualization and reporting tools (Performance Analytics, Power BI, etc.)
- Experience identifying and analyzing alternative solutions to complex business requirements and providing guidance and advice
- Demonstrated ability to work independently and with others
- Thrives in a highly collaborative, matrixed, complex, fast paced environment
- Detail-oriented with a focus on quality and user experience
- Strong collaborator who thrives in cross-functional, fast-paced environments
- Proactive problem-solver who balances business priorities with technical feasibility
- Passion for process improvement, automation, and service excellence
- Familiarity with client's existing information architecture, application portfolio, and information management methodology
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