Job Title: ServiceNow Business Analyst

Experience: 4+ Years 
Employment Type: Full-time

Job Summary

We are seeking a detail-oriented ServiceNow Business Analyst to support ongoing enhancements and operational activities on the ServiceNow platform. This role will focus on reviewing ad-hoc requests, working closely with business requestors and fulfillment teams, and translating business needs into clear, actionable requirements that align with platform best practices and organizational goals.

Key Responsibilities

Review and analyze incoming ServiceNow ad-hoc requests to understand business needs, root causes, and expected outcomes.

Collaborate with requestors and fulfillment owners to clarify requirements, assess feasibility, and evaluate business impact.

Gather and document requirements including user stories, functional requirements, acceptance criteria, process flows, data needs, and dependencies.

Identify needs for new ServiceNow forms or enhancements to existing forms, including UI, validation, and data capture requirements.

Define form behavior, UI policies, validation rules, and user experience expectations in partnership with technical teams.

Identify and recommend automation opportunities using Flow Designer, workflows, business rules, catalog tasks, and scheduled actions.

Assess and drive Knowledge Base article opportunities to promote self-service and reduce recurring issues.

Recommend self-service and service portal improvements through catalog items, guided forms, and workflow-driven solutions.

Act as a liaison between business users, fulfillment groups, and the ServiceNow platform team.

Support User Acceptance Testing (UAT) by preparing test cases, coordinating testing, validating results, and managing defects.

Provide continuous communication and status updates throughout the enhancement lifecycle.

Required Skills & Experience

Strong experience gathering and documenting business and functional requirements for ServiceNow enhancements. Hands-on understanding of ServiceNow ITSM modules (Incident, Request, Change, Knowledge, CMDB). Experience analyzing business processes and recommending ServiceNow-based improvements. Ability to translate complex business needs into clear, actionable technical requirements. Experience with automation concepts including workflows and Flow Designer. Strong documentation, analytical, and communication skills. Experience working in Agile environments with backlogs, sprints, and user story refinement.

Working knowledge of ITIL concepts and service management processes.

Certifications & Preferred Qualifications

ServiceNow Certified System Administrator (CSA) or other relevant ServiceNow certifications.

ITIL Foundation or strong understanding of ITIL-based service management practices.

Experience with request fulfillment, catalog development, and workflow automation.

Knowledge of Service Portal and user experience best practices.

Experience working with cross-functional teams including developers, product owners, and business stakeholders.

Strong problem-solving mindset with the ability to break down complex requirements into structured, actionable steps.

Soft Skills

Excellent stakeholder communication and facilitation skills.

Strong analytical and critical thinking abilities.

Detail-oriented with strong organizational and documentation skills.

Collaborative mindset and ability to work in a fast-paced environment.

Skills

ServiceNow

Business Analyst

ITSM

ITIL