Job Description

We are seeking a Senior Service Now Business Analyst to lead the requirement gathering, analysis, and functional solutioning for complex Service Now implementations. This role is key to aligning IT capabilities with business goals, acting as a liaison between stakeholders, Service managers and the technical team.

Key Responsibilities:

• Gather, analyze, and document high-level and detailed business requirements for Service Now modules.

• Drive stakeholder engagement through workshops and presentations to define problems and future state solutions.

• Write user stories with clear acceptance criteria and maintain the product backlog for multiple modules.

• Collaborate with development and QA teams to ensure accurate implementation of requirements.

• Lead UAT planning, execution, and issue resolution with business teams.

• Support process improvement initiatives and help establish BA standards and best practices.

• Create process maps, functional specifications, training documentation, and business readiness plans.

Required Skills and Qualifications:

• 6–8 years of experience in a Business Analyst role, with at least 4 years focused on Service Now.

• Strong knowledge of ITSM processes and familiarity with other Service Now modules (e.g. GRC, Reporting).

• Experience in writing user stories, acceptance criteria, and functional specifications.

• Proven ability to lead workshops and facilitate business/technical discussions.

• Understanding of Agile delivery methodology and Service Now Agile.

• Service Now CSA certification is preferred.

• Strong communication, presentation, and stakeholder management skills.