ServiceNow Business Analyst

Job Description | Requirements, Process Design and Functional Delivery

Role Summary

The ServiceNow Senior Business Analyst is responsible for gathering, analysing and challenging business requirements, facilitating workshops, defining user stories and supporting functional delivery across ServiceNow transformation projects. The role bridges business stakeholders, product owners and technical teams to ensure clear, practical and value-driven solutions.

Key Responsibilities

• Gather, analyse and challenge business requirements.
• Facilitate workshops with business and IT stakeholders.
• Formalise requirements into user stories and functional specifications.
• Design and document ServiceNow functional solutions.
• Perform gap analysis between business needs and platform capabilities.
• Define test scenarios and support UAT activities.
• Support change management, adoption and continuous improvement.
• Work closely with architects, technical leads and developers.

Required Skills

• 5+ years of experience as a Business Analyst on ServiceNow projects.
• Strong knowledge of ITSM, CSM, Service Catalog and CMDB processes.
• Ability to model business processes and translate them into user stories.
• Good understanding of ServiceNow workflows, data model and reporting capabilities.
• Experience in Agile / Scrum delivery environments.
• Strong communication, facilitation and stakeholder management skills.

Certifications

• Preferred: ServiceNow CSA.
• Preferred: CIS ITSM, CIS CSM, HRSD or other relevant ServiceNow certification.
• Valued: ITIL Foundation and Agile / Scrum certification.

Key Objective

Ensure that business needs are clearly understood, translated into actionable requirements, and delivered through ServiceNow solutions that are usable, consistent and aligned with stakeholder expectations.

Stimulating & people-focused work environment

Cheerful Company Life

• Group insurance
• Pension plan
• Other benefits depending on your seniority