Role purpose
Elicit, analyze, document, validate, and trace business requirements for ServiceNow GRC/IRM and SPM implementation workstreams. The Business Analyst connects business stakeholders with implementation teams and ensures that each approved product scope is clear, complete, testable, and controlled. Technical solution design, configuration, and development are owned by the assigned ServiceNow consultant or architect, not this role.
Key responsibilities
· Plan and facilitate discovery interviews, workshops, walkthroughs, and requirement-validation sessions.
· Document business objectives, scope, stakeholders, organizational coverage, processes, pain points, controls, data needs, reports, notifications, roles, and acceptance criteria.
· Develop current-state and future-state process models, business requirement documents, user stories, use cases, process narratives, decision logs, and requirements traceability matrices.
· Break down approved capabilities into clear, prioritized, non-duplicative requirements and identify dependencies, assumptions, exclusions, and unresolved decisions.
· Work with ServiceNow consultants and architects to validate feasibility without prematurely prescribing technical solutions.
· Support functional data and integration requirement definition, including business mappings, ownership, validation rules, reconciliation needs, and business acceptance.
· Prepare UAT scenarios and test cases from approved requirements; support test execution, defect clarification, retesting, and sign-off.
· Maintain scope and change-control discipline and assess requirement changes for downstream impact on design, data, integration, testing, effort, and schedule.
· Develop the end user training material and conduct end user training sessions before or after going live.
· Provide demonstrations, knowledge transfer, administrator guidance, and functional handover documentation.
· Maintain accurate meeting outputs, action logs, decisions, and stakeholder approvals.
Mandatory experience and knowledge
· At least 5 years of business-analysis experience, including at least 2 years on ServiceNow implementation projects.
· Previous ServiceNow implementation experience in at least one proposal-scope domain: Policy, Compliance, Risk, Audit, BCM, SPM, Demand, Portfolio, Project/Program Management, or a closely related capability.
· Proven experience producing BRDs, process maps, user stories, acceptance criteria, use cases, traceability matrices, and UAT test cases.
· Ability to facilitate workshops with business owners, subject-matter experts, technical teams, and senior stakeholders.
· Understanding of data, integration, role, workflow, notification, report/dashboard, and non-functional requirement categories.
· Strong analytical writing and the ability to separate confirmed scope from assumptions, recommendations, and open issues.
Preferred experience
· Experience across both GRC/IRM and SPM; deep experience in one with working exposure to the other is acceptable.
· Knowledge of BPMN, BABOK, agile delivery, ServiceNow implementation methodology, and regulated-enterprise governance.
· Experience with requirements tools such as Jira, Azure DevOps, ServiceNow Agile Development, Confluence, or equivalent.
· Arabic language proficiency (spoken and written) is strongly preferred; professional English is required.
Academic and professional certifications
· Required: Bachelor’s degree in Business Administration, Information Systems, Computer Science, Engineering, Finance, Accounting, Risk Management, or a related discipline.
· Required: Recognized business-analysis certification or advanced training, such as CBAP, CCBA, PMI-PBA, BCS Business Analysis, IIBA-AAC, or equivalent appropriate to experience level.
· Strongly preferred: ServiceNow Certified System Administrator (CSA).
· Preferred: CIS-RC, CIS-SPM, or relevant ServiceNow implementation micro-certifications/accreditations.
· Preferred: Relevant domain certification in risk, audit, compliance, BCM, project management, portfolio management, or agile delivery.
Core competencies
Requirements elicitation and analysis
Process modelling and documentation
Facilitation and stakeholder alignment
Traceability and scope control
UAT design and defect clarification
Clear professional writing