ServiceNow Business Analyst

Job Responsibilities

Experience 5-9 years

Responsibilities

• Minimum 5 years of experience working as Business Analyst/ BSA on any one of ITSM, ITOM, SPM, EA(APM) modules in ServiceNow
• Must have exposure to end to end ITOM(Discovery, Service Mapping, CSDM, Event Management) implementations and well versed with ITOM functionalities.
• Work with business and IT stakeholders to gather requirements.
• Familiar won ServiceNow upgrades, Platform performance.
• Analyze business problems to design and document solutions up front with technical and creative teams
• During requirements sessions, provide recommendations to streamline and optimize processes and align with the overall Catalog framework.
• Document full requirements, including form layout, fields, and workflows.
• Well versed with Agile deliverables of stories, epics, features etc.
• Expertise in managing product backlogs and reporting
• Partner with the ServiceNow Application Architect and development team to determine the best technical solution to address the requirements.
• Perform testing in pre-Prod environments to ensure that the documented requirements are met. Defines test cases and acceptance criteria.
• Keeps stakeholders informed on request status and timelines.
• Assist with the development and delivery of end user training.
• Perform business analyst activities related to the continued growth of the ServiceNow platform, including the deployment of additional modules and functionality.

Skills

• Establishes and communicates the project mission and objectives to all stakeholders
• Significant experience working with ServiceNow applications
• Collaborate with other teams and pillars on ITSM, ITOM, EA and SPM modules
• Experience with development and implementation of ServiceNow ITSM modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management or other ITSM application.
• Effective prioritization, negotiation skills and high energy
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills at all levels in the organization (from individual contributor to executive level).
• Strong interpersonal skills. Ability to build positive relationships with key stakeholders.
• Strong analytical and problem-solving skills
• Knowledge on agile methodology.