ServiceNow ITSM Technical Business Analyst

Complete Description:
The ServiceNow ITSM Technical Business Analyst (BA) is the critical link between
the business stakeholders and the technical development team, focusing on the ServiceNow IT Service Management (ITSM) suite. This role is responsible for eliciting, analyzing, documenting, and validating requirements for new features, enhancements, and process improvements across core ITSM modules (e.g., Incident, Problem, Change,
Service Catalog, CMDB). The ideal candidate combines a strong understanding of
ITIL processes with hands-on technical proficiency in the ServiceNow platform.

Key Responsibilities:

Requirements & Analysis:
Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ServiceNow ITSM projects and enhancements.
Translate high-level business needs into detailed, clear, and actionable User Stories and acceptance criteria for the development team.
Conduct gap analysis between current state processes and ServiceNow platform capabilities, recommending solutions that maximize out-of-the-box functionality.
Define and document non-functional requirements (e.g., performance, security, data integrity).

Solution Design & Implementation:
Collaborate with the ServiceNow Architect and Developers to design scalable, effective, and user-friendly solutions within the platform.
Ensure proposed solutions align with organizational strategies, technical standards, and ITIL best practices.
Support the configuration and customization of ServiceNow modules in partnership with technical teams.
Actively participate in the Agile/Scrum ceremonies (e.g., sprint planning, backlog grooming, retrospectives).

Testing, Training, & Support:
Develop comprehensive test plans, test cases, and execute/coordinate system integration testing (SIT).
Facilitate and support User Acceptance Testing (UAT) with end-users and process owners, ensuring that the delivered solution meets all documented requirements.
Create and maintain detailed documentation, including process maps, knowledge articles, and end-user training materials.
Provide post-implementation support and address user feedback to drive continuous improvement.

Stakeholder Management & Process Improvement:
Serve as the primary liaison between IT process owners, end-users, and the technical delivery team.
Facilitate working sessions and workshops to drive consensus and clarify requirements.
Proactively identify opportunities for process optimization and automation within the ITSM landscape.
Stay current with ServiceNow features, releases, and ITSM industry best practices.

Required Qualifications:
6 + years of experience as a Business Analyst, specifically focused on the ServiceNow platform.
Deep functional and technical knowledge of the ServiceNow ITSM suite, including:
Incident Management
Problem Management
Change Management
Service Catalog & Request
Fulfillment
Configuration Management Database (CMDB)
Knowledge Management
Solid understanding of ITIL framework and processes (certification is a plus).
Proven experience working in an Agile/Scrum delivery model.
Excellent analytical, problem-solving, and critical-thinking skills.
Exceptional written and verbal communication skills, with the ability to communicate complex technical concepts to non-technical stakeholders.
Bachelor's degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience.

Preferred Qualifications:
ServiceNow Certified System Administrator
(CSA) or Certified Implementation Specialist (CIS) in ITSM.
ITIL Foundation Certification (v3 or v4).
Experience with other ServiceNow modules (e.g., CSM, HRSD, ITOM, SPM).
Familiarity with data analysis, reporting tools, and creation of performance dashboards within ServiceNow.
Experience with scripting or basic configuration within the ServiceNow platform (workflows, UI policies, business rules).