ServiceNow Business Analyst

Job Title: Business Analyst – Service Management Platforms
Role Overview:
This role supports the implementation and enhancement of enterprise service management solutions within a structured delivery environment. The Business Analyst will work closely with Agile delivery teams to understand business needs, translate requirements into well‑defined user stories, and support the testing and release of new system capabilities. The role combines requirements analysis, stakeholder collaboration, and quality assurance to ensure solutions align with business objectives and operational workflows.
The ideal candidate is detail‑oriented, proactive, and comfortable working in an iterative delivery model. This position offers exposure to end‑to‑end solution delivery, from discovery and analysis through testing, training, and release support.
Key Responsibilities:

Elicit, analyze, and document business requirements by working directly with stakeholders, end users, and technical teams
Translate user needs and business processes into clear user stories, use cases, and acceptance criteria
Analyze current‑state processes to identify gaps, inefficiencies, and opportunities for improvement, and help define future‑state solutions
Support system testing activities, including acceptance and regression testing, by creating test scenarios, validating functionality, and assisting with issue triage
Collaborate with product owners and delivery leads to support backlog creation, refinement, and prioritization
Participate actively in Agile ceremonies such as daily stand‑ups, sprint planning, backlog refinement, reviews, and retrospectives
Develop and maintain documentation and materials, including process flows, functional specifications, training guides, user documentation, and release notes
Serve as a liaison between business stakeholders and technical teams to ensure shared understanding and alignment on solution intent
Communicate status, risks, and dependencies effectively across team members and stakeholders

Required Qualifications:

Strong analytical and problem‑solving skills with a high level of attention to detail
Ability to clearly document and communicate business requirements and process flows
Effective verbal and written communication skills, including the ability to present information to diverse audiences
Demonstrated experience working in cross‑functional, collaborative team environments
Ability to manage multiple priorities and contribute to parallel workstreams
Willingness and ability to learn new platforms, tools, and business processes
Proactive, accountable, and adaptable approach to work

Preferred Qualifications:

Experience supporting enterprise service management or workflow‑driven platforms
Prior involvement in software delivery or systems implementation efforts
Familiarity with Agile or iterative delivery methodologies
Experience supporting testing activities or quality assurance efforts

What the Role Offers:

Hands‑on experience supporting Agile delivery teams and enterprise system implementations
Opportunity to contribute to a stable, well‑established program while developing new skills
Collaborative team culture focused on continuous improvement and quality delivery
Exposure to the full solution lifecycle, from requirements through release