Role purpose: Bridge business stakeholders and the ServiceNow platform team — translate process needs into well-defined, buildable requirements across ITSM/ITOM/ITAM/other ServiceNow modules and related workflows.
Key responsibilities
- Elicit, analyse and document business requirements; convert them into user stories, acceptance criteria and process flows.
- Map current-state processes to ServiceNow out-of-the-box capability; recommend configuration over customisation.
- Work with developers/architects through backlog grooming, sprint planning and design walkthroughs.
- Configure low-complexity items (forms, flows, catalogue items, reports/dashboards) where required.
- Drive UAT — test scenarios, defect triage, sign-off — plus training material, SOPs and go-live support.
- Support data alignment, governance and post-release adoption tracking.
Skills and experience
- 6–8 years business analysis experience, with 3+ years on ServiceNow.
- Strong grasp of ITIL processes (Incident, Problem, Change, Request, CMDB); ITIL v4 Foundation preferred.
- Hands-on with ServiceNow modules such as ITSM, ITOM, SPM/ITBM, HRSD or CSM (as relevant).
- Agile/Scrum delivery, JIRA or ServiceNow Agile Development, strong documentation skills (BRD/FSD, RTM).
- Excellent stakeholder management and written/verbal communication.
- ServiceNow CSA and CIS certifications desirable;