Senior Business Analyst

Key Responsibilities :

Requirements Gathering and Analysis :

• Conduct stakeholder interviews and workshops to gather business requirements.
• Analyze and document current business processes and workflows.
• Identify opportunities for process improvement and automation using ServiceNow.

Solution Design :

• Translate business requirements into functional specifications for ServiceNow implementation.
• Design and document proposed ServiceNow solutions, including process flows, data models, and integrations.
• Collaborate with technical teams to ensure feasibility of proposed solutions.

Implementation Support :

• Assist in configuring and customizing ServiceNow modules to meet business needs.
• Develop and maintain ServiceNow reports, dashboards, and KPIs.
• Participate in testing activities, including user acceptance testing (UAT).

Continuous Improvement :

• Monitor ServiceNow usage and performance metrics.
• Identify and recommend opportunities for ongoing platform optimization.
• Stay updated on ServiceNow releases and new features, assessing their potential value to the organization.

Qualifications :

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 2+ years of experience as a Business Analyst, preferably in IT Service Management.
• Proven experience with ServiceNow platform, including at least one full implementation cycle.
• Excellent analytical and problem-solving skill.
• Strong communication and stakeholder management abilities.
• Proficiency in creating process flows, use cases, and other business analysis artifacts.

Preferred :

• ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist).
• Experience with multiple ServiceNow modules (ITSM, ITOM, ITBM, etc.).
• Strong understanding of ITIL framework and best practices.
• Knowledge of scripting languages (e.g., JavaScript) and database concepts.
• Agile / Scrum methodology experience.
• Project management skills.