Service Now Business Analyst

Engage with stakeholders to understand business processes and pain points. • Document functional requirements and translate them into ServiceNow capabilities. • Conduct workshops and interviews to elicit detailed requirements. • Design workflows and business processes using ServiceNow modules (e.g., ITSM, ITOM,). • Recommend process improvements and automation opportunities. • Ensure alignment with ITIL best practices and understanding of CMDB framework • Collaborate with technical teams to design ServiceNow solutions. • Create functional specifications, user stories, and acceptance criteria. • Validate that the solution meets business needs before deployment. • Participate in functional testing, UAT (User Acceptance Testing), and defect triaging. • Ensure quality and usability of the delivered solution. • Act as a liaison between business users and technical teams. • Provide regular updates, demos, and training to stakeholders. • Manage expectations and ensure smooth communication flow. • Prepare user manuals, training materials, and process documentation. • Conduct training sessions for end-users and administrators. • Support go-live activities and troubleshoot issues. • Monitor performance and gather feedback for continuous improvement

Created: 2026-03-04