Business Analyst

Job Title: ServiceNow Business Analyst

Role Summary

We are seeking an experienced ServiceNow Business Analyst to support the analysis, design, and implementation of business processes on the ServiceNow platform. The role requires close collaboration with business stakeholders, IT teams, and development teams to ensure requirements are clearly defined, solutions align with best practices, and deliver measurable business value.

Key Responsibilities

1. Requirements Gathering & Analysis

• Engage with stakeholders to understand, analyse, and document business requirements.
• Translate business needs into functional specifications, user stories, and acceptance criteria.
• Conduct gap analysis between current processes and ITIL-aligned ServiceNow best practices.

2. Process Design & Optimization

• Design and document end-to-end workflows and business processes within ServiceNow.
• Identify opportunities for automation and process improvement.
• Ensure adherence to organisational standards and governance frameworks.

3. ServiceNow Solution Support

• Support configuration and implementation of ServiceNow modules such as ITSM (Incident, Change, Problem, Request, CMDB).
• Act as a liaison between business users and technical teams during solution design and delivery.
• Participate in testing cycles, including UAT planning, execution, and defect management.

4. Stakeholder & Communication Management

• Serve as the primary point of contact between business, IT, and development teams.
• Facilitate workshops, requirement walkthroughs, and review sessions.
• Provide regular status updates, highlight risks, and manage clarifications.

5. Documentation & Training

• Develop and maintain functional documentation, process flows, and solution artefacts.
• Support end-user training, knowledge transfer, and adoption initiatives.
• Assist in post-go-live support and continuous improvement activities.

Required Skills & Experience

Experience

• 5+ years of experience as a Business Analyst with strong exposure to ServiceNow implementations.
• Proven experience in requirement gathering, process mapping, and solution validation.
• Experience working in Agile/Scrum environments is preferred.

Technical & Functional Skills

• Strong understanding of ServiceNow platform and ITSM processes.
• Knowledge of ITIL framework and service management principles.
• Familiarity with dashboards, reporting, and analytics within ServiceNow.
• Ability to collaborate effectively with developers, administrators, and architects.

Soft Skills

• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Detail-oriented with a structured and organised approach.

Education & Certifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• ServiceNow Certified System Administrator (CSA) – preferred.
• ITIL certification or ServiceNow Implementation Specialist certifications – advantageous.

Additional Requirements

• Languages: English and French (mandatory)
• Work Mode: Work from office