Service Now Business Analyst Position Summary The Service Now Business Analyst is responsible for capturing business requirements, translating them into functional specifications, and supporting the design and enhancement of Service Now solutions.

This role partners closely with process owners, technical teams, and stakeholders to ensure that platform capabilities align with organizational needs and drive process improvement.

The ideal candidate combines strong analytical skills, process knowledge, and hands-on experience with the Service Now platform.

Key Responsibilities Business Analysis & Requirements

Engage with business stakeholders to gather, analyze, and document detailed business requirements, user stories, and acceptance criteria.

Translate business needs into clear functional specifications and workflow designs for Service Now enhancements or new modules.

Facilitate workshops, requirements sessions, and process mapping activities.

Service Now Solution Support Collaborate with Service Now developers and architects to validate proposed solutions and ensure alignment with best practices.

Support configuration activities by providing necessary documentation, clarifying requirements, and performing functional validation.

Assist in the creation and maintenance of Service Now workflows, forms, business rules, and other platform components (non-technical contribution).

Testing & Quality Assurance Develop test plans, test cases, and support UAT (User Acceptance Testing).

Validate solutions against requirements to ensure quality and functionality.

Identify, document, and track defects or enhancements.

Process Improvement & Governance Evaluate current processes and propose improvements leveraging Service Now capabilities.

Ensure platform configurations follow organizational standards, governance, and Service Now best practices.

Maintain process documentation, knowledge articles, and training materials for end users.

Stakeholder Management Act as the primary liaison between technical teams and business stakeholders.

Communicate project progress, risks, and issues effectively.

Provide support for change management activities and user onboarding.

Qualifications Required 3–5+ years of experience as a Business Analyst, ideally with direct Service Now involvement.

Strong understanding of ITSM frameworks (e.g., ITIL).

Experience: working in Agile/Scrum environments.

Ability to create process documentation, workflow diagrams, and functional specifications.

Excellent communication, critical thinking, and problem-solving skills.

Preferred Service Now CSA, ITSM, or other module certifications.

Experience: with multiple Service Now modules (ITSM, CSM, HRSD, ITOM, etc.).

Experience: with enterprise service management or digital workflow automation.

Familiarity with reporting, dashboards, and data modeling within Service Now.

Competencies Analytical mindset with strong attention to detail.

Collaborative working style with cross-functional teams.

Ability to manage competing priorities and meet deadlines.

Strong stakeholder engagement and facilitation skills.

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Service Now Business Analyst Position Summary The Service Now Business Analyst is responsible for capturing business requirements, translating them into functional specifications, and supporting the design and enhancement of Service Now solutions.

This role partners closely with process owners, technical teams, and stakeholders to ensure that platform capabilities align with organizational needs and drive process improvement.

The ideal candidate combines strong analytical skills, process knowledge, and hands-on experience with the Service Now platform.

Key Responsibilities Business Analysis & Requirements

Engage with business stakeholders to gather, analyze, and document detailed business requirements, user stories, and acceptance criteria.

Translate business needs into clear functional specifications and workflow designs for Service Now enhancements or new modules.

Facilitate workshops, requirements sessions, and process mapping activities.

Service Now Solution Support Collaborate with Service Now developers and architects to validate proposed solutions and ensure alignment with best practices.

Support configuration activities by providing necessary documentation, clarifying requirements, and performing functional validation.

Assist in the creation and maintenance of Service Now workflows, forms, business rules, and other platform components (non-technical contribution).

Testing & Quality Assurance Develop test plans, test cases, and support UAT (User Acceptance Testing).

Validate solutions against requirements to ensure quality and functionality.

Identify, document, and track defects or enhancements.

Process Improvement & Governance Evaluate current processes and propose improvements leveraging Service Now capabilities.

Ensure platform configurations follow organizational standards, governance, and Service Now best practices.

Maintain process documentation, knowledge articles, and training materials for end users.

Stakeholder Management Act as the primary liaison between technical teams and business stakeholders.

Communicate project progress, risks, and issues effectively.

Provide support for change management activities and user onboarding.

Qualifications Required 3–5+ years of experience as a Business Analyst, ideally with direct Service Now involvement.

Strong understanding of ITSM frameworks (e.g., ITIL).

Experience: working in Agile/Scrum environments.

Ability to create process documentation, workflow diagrams, and functional specifications.

Excellent communication, critical thinking, and problem-solving skills.

Preferred Service Now CSA, ITSM, or other module certifications.

Experience: with multiple Service Now modules (ITSM, CSM, HRSD, ITOM, etc.).

Experience: with enterprise service management or digital workflow automation.

Familiarity with reporting, dashboards, and data modeling within Service Now.

Competencies Analytical mindset with strong attention to detail.

Collaborative working style with cross-functional teams.

Ability to manage competing priorities and meet deadlines.

Strong stakeholder engagement and facilitation skills.