Job Description:

Job Summary:

We are seeking an experienced and detail-oriented Service Now Business Analyst – ITSM. In this role, you will act as a key liaison between stakeholders and the technical team, ensuring that business requirements are clearly defined, documented, and translated into effective solutions within the Service Now ITSM platform.

You will drive the analysis, design, and implementation of ITSM processes and improvements, support Service Now implementations and enhancements, and contribute to strategic initiatives aimed at optimizing IT service delivery.

Key Responsibilities:

· Gather, analyze, and document business requirements for ITSM processes using Service Now

· Collaborate with stakeholders to identify business challenges and opportunities for improvement

· Translate business needs into detailed functional and technical requirements

· Work closely with Service Now developers and administrators to ensure solutions meet business objectives

· Assist in configuring and testing Service Now ITSM modules (Incident, Problem, Change, Request, Knowledge, etc.)

· Conduct workshops and stakeholder interviews to validate requirements and design decisions

· Support UAT, training, and deployment activities

· Provide post-implementation support and continuous improvement recommendations

· Develop process documentation, user stories, use cases, and workflow diagrams

· Ensure compliance with governance, best practices, and organizational standards

Qualifications:

· Experience working in large-scale Service Now implementations

· Familiarity with reporting and dashboarding in Service Now

· Experience with integration of Service Now with other platforms/tools

· Ability to work independently and as part of a cross-functional team

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