Service Now Business Analyst

We are seeking an experienced ServiceNow Business Analyst. The ideal candidate will have strong, hands-on functional expertise across IT / Telecom Service Management (ITSM and TSM), IT Operations Management (ITOM), and Configuration Management Database (CMDB), along with a proven ability to design and deliver actionable reporting and dashboards. This role bridges business stakeholders and the technical development team, translating operational needs into well-defined requirements, process improvements, and platform enhancements that maximize the value of the ServiceNow investment.

Key Responsibilities

• Partner with business and IT stakeholders to gather, document, and prioritize requirements for ServiceNow ITSM/TSM, ITOM, and CMDB initiatives.
• Translate business requirements into detailed functional specifications, user stories, process flows, and acceptance criteria for the development team.
• Analyse and optimize core ITSM processes Incident, Problem, Change, Request, Knowledge, and Service Catalog aligned to ITIL best practices.
• Support ITOM capabilities including Discovery, Service Mapping, and Orchestration to improve infrastructure visibility and operational efficiency.
• Understanding CMDB concepts, ensuring accurate CI relationships, class modeling, reconciliation rules, and adherence to the Common Service Data Model (CSDM).
• Design, build, and maintain reports, dashboards, and Performance Analytics (PA) indicators to provide leadership with actionable operational and executive-level insights.
• Conduct fit-gap analyses, evaluate out-of-the-box functionality versus customization, and recommend scalable, upgrade-safe solutions.
• Facilitate workshops, process walkthroughs, and UAT sessions with business stakeholders to validate solutions prior to release.
• Create and maintain business process documentation, functional design documents, test scripts, and training materials.
• Collaborate with ServiceNow developers, system administrators, and architects to ensure solutions are implemented correctly and meet business intent.
• Support release management activities including regression testing, defect triage, and post-deployment validation.
• Monitor platform usage, KPIs, and SLAs; proactively identify trends, risks, and opportunities for continuous improvement.
• Stay current on new ServiceNow features and releases, assessing applicability to the organisation’s roadmap.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).
• 5+ years of experience as a Business Analyst supporting ServiceNow implementations, with strong hands‑on experience in ITSM/TSM, ITOM, and CMDB modules.
• Demonstrated experience with CMDB data modelling, CI relationships, CSDM alignment, and data quality/reconciliation processes.
• Practical experience with ITOM components such as Discovery, Service Mapping, Event Management, and/or Cloud Management.
• Strong reporting skills, including building dashboards, Performance Analytics scorecards, and reports using ServiceNow reporting tools.
• Solid understanding of ITIL v4 framework and processes; ITIL Foundation certification preferred.
• Experience writing clear business requirements, functional specifications, user stories, and process documentation.
• Strong analytical, problem‑solving, and stakeholder management skills with the ability to communicate effectively across technical and non‑technical audiences.
• Experience participating in Agile/Scrum ceremonies (backlog grooming, sprint planning, UAT) within a ServiceNow delivery team.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow micro‑certifications in ITSM, ITOM, or CMDB (CIS‑ITSM, CIS‑Discovery, or similar).
• Experience supporting large‑scale enterprise environments with multiple business units or global operations.

Core Competencies

• Business analysis & requirements elicitation
• Process design and continuous improvement
• Reporting, analytics, and data visualization
• Cross‑functional collaboration and stakeholder communication
• Attention to detail with a structured, methodical approach to problem‑solving

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