ServiceNow Business Analyst

Key Responsibilities

• Gather, analyze, and document business requirements for HRSD and ITSM initiatives.
• Conduct stakeholder workshops and translate business needs into functional specifications / user stories.
• Work closely with product owners, architects, and development teams on solution design and implementation in ServiceNow.
• Configure / support workflows related to Case Management, Knowledge Management, Employee Center, Catalog Items, Incident, Request, Problem, and Change Management.
• Perform gap analysis and recommend process optimization aligned with best practices.
• Support UAT, training, release planning, and deployment activities.
• Create process flows, BRDs/FRDs, test cases, and business documentation.
• Ensure integration and alignment between HRSD and ITSM processes where applicable. Required Skills
• 5+ years as Business Analyst, with hands-on experience in ServiceNow HRSD and ITSM.
• Strong understanding of HR case management, employee workflows, incident/request lifecycle, SLAs, and service catalogs.
• Experience in Agile / Scrum delivery model.
• Excellent stakeholder management and communication skills.
• Ability to translate business requirements into platform-ready functional requirements.
• Familiarity with integrations, reporting, dashboards, and automation capabilities in ServiceNow. Preferred
• ServiceNow Certifications (CSA / CIS-HRSD / CIS-ITSM).
• Experience in enterprise digital transformation programs