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Role Summary
We are seeking a highly motivated and experienced ServiceNow Business Analyst to be the critical liaison between business stakeholders and the technical development team. This role requires deep expertise in leveraging the full potential of the ServiceNow platform, particularly Customer Service Management (CSM), IT Service Management (ITSM), and ServiceBridge. The analyst will be responsible for gathering, meticulously documenting, and analyzing business requirements to design and deliver effective, scalable ServiceNow solutions that align with strategic business goals.
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Key Responsibilities
· Requirements Management & Analysis:
o Work closely with business stakeholders, end-users, and Subject Matter Experts (SMEs) to elicit, analyze, and document complex business requirements, user stories, process flows, and use cases for ServiceNow implementations and enhancements.
o Define and document functional and non-functional requirements, ensuring clarity and traceability throughout the project lifecycle.
· ServiceNow Solution Expertise:
o Apply deep functional knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case Management, Portal, Knowledge Management) to identify configuration and development opportunities.
o Lead requirements definition related to connecting instances or external systems using ServiceBridge, ensuring seamless data and process flow.
o Translate validated business needs into technical specifications and solution mock-ups for the development team.
· Documentation and Governance:
o Crucially, create and maintain high-quality documentation for the full solution lifecycle, including detailed Functional Design Specifications, Configuration Decisions, 'As-Is'/'To-Be' Process Guides, and System Documentation.
o Ensure all documentation is clearly written, version-controlled, accessible, and kept meticulously up-to-date with system changes.
· Solution Design & Testing:
o Collaborate with architects and developers to propose process-centric, best-practice solutions within the ServiceNow platform, balancing customization with Out-of-the-Box (OOB) functionality.
o Develop comprehensive test plans, scenarios, and scripts; coordinate and participate in User Acceptance Testing (UAT) to validate the delivered solution against documented requirements.
· Training and Support:
o Develop and deliver effective training materials and sessions for end-users and administrators.
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Required Skills and Qualifications
· Experience: Minimum of 1-2 years of experience as a Business Analyst specifically on the ServiceNow platform.
· ServiceNow Functional Knowledge:
o Proven, in-depth functional knowledge and practical experience with ServiceNow ITSM modules.
o Strong functional knowledge of ServiceNow CSM capabilities and best practices.
o Familiarity with the architecture and configuration of ServiceBridge for inter-instance or external integrations is highly desirable.
· Core Business Analysis Skills:
o Exceptional analytical, problem-solving, and conceptual thinking skills.
o Demonstrated ability to produce clear, precise, and professional technical and business documentation.
o Proficiency in process mapping tools and notation (e.g., BPMN).
· Communication & Interpersonal Skills:
o Excellent verbal and written communication skills, with the ability to articulate complex concepts to both technical and non-technical audiences.
o Proven ability to interact and negotiate with customers to manage expectations and drive effective solution design.
· Educational Requirements:
o Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
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Preferred Qualifications
· ServiceNow Certified System Administrator (CSA).
· ServiceNow Certified Implementation Specialist (CIS) in ITSM or CSM.
· Experience working within an Agile/Scrum development environment.
· Familiarity with Jira, Confluence, or similar requirement management/documentation tools.
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