Role Purpose
As a ServiceNow Business Analyst, you will act as the primary liaison between business stakeholders and the ServiceNow Platform and Operations team, translating business needs into clear, actionable requirements. Support the design and delivery of ServiceNow solutions by capturing, validating, and managing business and process requirements throughout the project lifecycle. Play a key in facilitating collaboration, ensuring stakeholder alignment, and driving solution adoption.
Key Responsibilities
- Elicit and document business, process, and data requirements through stakeholder interviews, workshops, and observation.
- Translate requirements into user stories with clear acceptance criteria for Agile development teams.
- Collaborate with platform teams to ensure solutions are developed, tested, and delivered in line with specifications.
- Own stakeholder engagement and maintain alignment throughout planning, development, testing, and release cycles.
- Assist with release planning and estimation in collaboration with developers, product owners, and architects.
- Support user acceptance testing (UAT) by coordinating test scenarios, validating results, and capturing feedback.
- Drive stakeholder communication and change readiness efforts to support adoption and value realization.
- Contribute to the creation of process maps and documentation that enhance understating of current and future state processes.
Experiences/Education - Required
- BS degree in Information Technology, Computer Science, Business or a related field.
- 3-5 years of experience working with the ServiceNow platform, including implementation, administration, or development and core capabilities including ITSM, ITOM, ITAM and SPM.
- ServiceNow Certified System Administrator (CSA)
- Scrum Master Certified
- Experience working as a Business Analyst or Process Analyst, ideally with ITSM or enterprise platforms.
- Experience in gathering requirements, user story development, and acceptance criteria definition.
- 10% domestic travel.
Experiences/Education - Desired
- ITIL4 Foundation Certification
- Experience with process modelling tools and techniques (e.g. BPMN, Visio).
- Excellent facilitation and workshop management skills, with the ability to align cross-functional teams.
- Strong communication and interpersonal skills, capable of translating technical concepts into business language.
- Experience in Agile environment and tools such as ServiceNow SPM or agile development.
This position does not support immigration sponsorship.
