Job Description – ServiceNow Business Analyst
Role Summary
We are looking for a ServiceNow Business Analyst to support the analysis, design, and implementation of business processes on the ServiceNow platform. The role involves close collaboration with business stakeholders, IT teams, and ServiceNow developers to ensure requirements are clearly captured, solutions are aligned with best practices, and delivered outcomes meet business objectives.
Key Responsibilities
Requirement Gathering & Analysis
• Engage with business stakeholders to understand, analyse, and document business requirements.
• Translate business needs into functional specifications, user stories, and acceptance criteria.
• Perform gap analysis between current processes and ServiceNow best practices (ITIL aligned).
Process Design & Optimization
• Design and document end to end business processes and workflows within ServiceNow.
• Identify opportunities for process improvement and automation.
• Ensure compliance with organisational standards and governance principles.
ServiceNow Solution Support
• Support configuration of ServiceNow modules such as ITSM (Incident, Change, Problem, Request, CMDB) and other applications as required.
• Act as a bridge between business users and technical teams during solution design and implementation.
• Participate in testing cycles, including UAT preparation, execution, and defect management.
Stakeholder & Communication Management
• Serve as a key liaison between business units, IT, and ServiceNow development teams.
• Facilitate workshops, requirement walkthroughs, and review sessions.
• Provide regular status updates, risk identification, and clarification to stakeholders.
Documentation & Training
• Create and maintain functional documentation, process flows, and solution design artefacts.
• Support end user training, knowledge transfer, and adoption activities.
• Assist in Client go live support and continuous improvement initiatives.
Required Skills & Experience
Experience
• 5 years of experience as a Business Analyst, with strong exposure to ServiceNow implementations.
• Hands on experience in requirement elicitation, process mapping, and solution validation.
• Experience working in Agile / Scrum delivery environments is preferred.
Technical & Functional Skills
• Strong understanding of ServiceNow platform and ITSM processes.
• Knowledge of ITIL framework and service management principles.
• Familiarity with dashboards, reporting, and basic analytics in ServiceNow.
• Ability to work effectively with developers, administrators, and architects.
Soft Skills
• Excellent communication and stakeholder management skills.
• Strong analytical and problem solving abilities.
• Detail oriented with a structured and organised approach.
Education & Certifications
• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• ServiceNow Certified System Administrator (CSA) – preferred.
• ITIL certification or ServiceNow Implementation Specialist certifications are an advantage
Additional Requirements
• Languages: English and French
• Work mode: Work from office
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