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ServiceNow Business Analyst - ITSM Module

ServiceNow Business Analyst - ITSM Module

TESTQ Technologies LimitedDelhi, IN
15 days ago
Job description

About the Role :

We are seeking a ServiceNow Business Analyst to act as the vital bridge between clients and delivery teams in large-scale ServiceNow programs.

This role is critical in ensuring clarity of requirements, accurate documentation, and smooth collaboration between technical teams and stakeholders.

The ideal candidate will have strong experience in requirement gathering, user story writing, and workflow documentation, particularly within Security Operations (SecOps) modules such as Vulnerability Response (VR) and Security Incident Response (SIR).

If you are detail-oriented, client-facing, and adept at working with cross-functional teams, this opportunity allows you to play a key role in shaping successful ServiceNow delivery outcomes for global enterprises.

Key Responsibilities :

  • Act as the liaison between business stakeholders and technical delivery teams, ensuring accurate understanding of client needs.
  • Gather and analyze business requirements, conduct stakeholder interviews, and map existing processes.
  • Document workflows, use cases, and system behaviors for VR, SIR, and Threat Intelligence processes.
  • Write user stories and acceptance criteria in Agile tools such as Jira, ensuring completeness and clarity.
  • Collaborate with developers, architects, and testers to validate feasibility of requirements.
  • Assist with test case preparation and support User Acceptance Testing (UAT) cycles.
  • Ensure deliverables are in line with client expectations, compliance standards, and ServiceNow best practices.
  • Prepare client-facing documentation including BRDs (Business Requirement Documents), FRDs (Functional Requirement Documents), and user guides.
  • Support project managers with status reporting, backlog grooming, and sprint planning.

Must-Have Skills :

  • 3 - 6 years of experience as a Business Analyst, with at least 2+ years in ServiceNow projects.
  • Hands-on experience in requirement gathering and process mapping for ServiceNow SecOps (VR, SIR).
  • Strong knowledge of Agile methodologies and experience writing user stories in Jira or similar tools.
  • Excellent documentation skills with ability to create BRDs, FRDs, process flows, and wireframes.
  • Strong communication skills to manage stakeholder expectations and conduct workshops.

    • Good-to-Have Skills :

  • Familiarity with ITSM or ITOM modules in addition to SecOps.
  • Experience preparing test cases and coordinating UAT.
  • ServiceNow Business Analyst certifications (CIS-BA, or relevant).
  • Exposure to integration workflows between ServiceNow and external security platforms.

    • Why Join Us ?

  • Be part of enterprise-scale ServiceNow transformation projects with global clients.
  • Opportunity to work closely with both technical and business leadership.
  • Gain expertise in SecOps modules, one of the fastest-growing areas of ServiceNow.
  • Remote-first flexibility while collaborating with international stakeholders.
  • Competitive compensation with clear career progression into Senior BA, Product Owner, or Project Manager roles

    • (ref : hirist.tech)

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