• Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements for Service Now ITSM and CSM implementations.
• Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs.
• Facilitate workshops and stakeholder meetings to identify process improvement opportunities.
• Support Service Now configuration and customization in partnership with technical teams.
• Conduct gap analysis and assess existing Service Now capabilities vs. client needs.
• Collaborate with QA teams to define test scenarios and validate functionality.
• Participate in UAT sessions and support go-live activities and post-deployment support.
• Monitor Service Now performance and usage, identify enhancement opportunities, and contribute to roadmap planning.
• Stay up to date with new features and capabilities in the Service Now platform
• 2–5 years of experience as a Service Now projects business analyst
• Strong knowledge of Service Now ITSM (Incident, Problem, Change, Request, CMDB, etc.).
• Hands-on understanding of Service Now CSM (case management, knowledge base, SLAs, customer portals).
• Experience with Agile/Scrum delivery methodologies.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Experience working with global and cross-functional teams.
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field.

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