ServiceNow Business Analyst - ITSM Framework

ServiceNow Business Analyst

Location : Hyderabad, Telangana, India

About the Role :

We are seeking an exceptionally talented and detail-oriented ServiceNow Business Analyst to serve as the key bridge between our business stakeholders and the ServiceNow development team.

In this pivotal role, you will be responsible for engaging directly with internal clients, gathering and analyzing requirements, creating well-structured user stories, and ensuring their successful delivery within the ServiceNow ITSM framework.

Key Responsibilities :

Your day-to-day work will involve deep collaboration with stakeholders from multiple departments to fully understand their operational challenges and translate them into technical specifications.

You will be responsible for :

• Conducting stakeholder interviews and workshops to elicit business needs.
• Translating those needs into comprehensive, testable user stories in JIRA with clear acceptance criteria.
• Ensuring that stories encompass both functional and non-functional requirements, including performance, scalability, and security considerations.
• Working closely with ServiceNow architects and developers to clarify requirements, answer questions, and validate solutions.
• Supporting the integration of REST APIs and other external systems with ServiceNow, ensuring seamless data flows and operational efficiency.
• Reviewing completed work to confirm alignment with business goals before moving to UAT.
• Creating process documentation, functional specs, and training materials for end-users.
• Coordinating with QA teams to ensure adequate test coverage and high-quality deliverables.
• Acting as the first point of escalation for requirement-related issues during development.

Required Skills & Experience :

Preferred Skills :

Tools & Technologies : ServiceNow, JIRA, Confluence, REST API tools (Postman), Microsoft Office Suite, collaboration tools (MS Teams / Slack)

(ref : hirist.tech)