ServiceNow Business Analyst

Job Summary The ServiceNow team is seeking a Business Analyst specializing in Service Portals to join our team and support the grooming, refinement, and delivery of Stories for the ServiceNow platform. This role will be responsible for capturing and implementing requirements for ServiceNow Service Portals across HR, IT, and other enterprise modules. The ideal candidate will have strong knowledge of ServiceNow portal architecture, widget functionality, related tables, and best practices for designing modern, user-friendly experiences. You will work closely with cross-functional teams including HR, IT, Employee Experience, and UX Design to translate business needs into actionable requirements, define acceptance criteria, and ensure successful delivery of portal enhancements and features. General Qualifications Proven experience as a ServiceNow Business Analyst, preferably with a focus on Service Portal design, configuration, and optimization. Strong understanding of ServiceNow platform capabilities, especially in Service Portals, widgets, theming, navigation, guided tours, content and scheduling, and user experience best practices. Familiarity with ServiceNow data model and key tables used in portals (e.g., kb_knowledge, cd_content_portal, cd_content_visibility, sp_widget, sp_page). Excellent analytical and problem-solving skills, with the ability to translate business needs into functional and technical requirements. Strong communication and interpersonal skills to work effectively with cross-functional stakeholders, developers, and end users. Requirements 4+ years experience as a Business Analyst. 2+ years experience working with the ServiceNow platform, preferably with Service Portals. Experience supporting or delivering solutions across multiple ServiceNow modules (e.g., HRSD, ITSM, CSM, Knowledge Management). Ability to interact with Subject Matter Experts (SMEs), stakeholders, developers, and internal customers to define functional specifications that align with technical feasibility. Knowledge of portal accessibility standards, dynamic content targeting, and multi-language capabilities is a plus. Strong skills in Excel, Visio, and other documentation tools. Excellent writing skills for producing clear and concise requirements, acceptance criteria, and Story documentation. Responsibilities Partner with stakeholders to: Gather and define requirements for new or updated Service Portal features and pages.

Write clear User Acceptance Criteria based on business requirements and desired outcomes. Collaborate with UX designers to ensure requirements align with branding and user experience goals. Create and execute Test Scripts, validate Story delivery, and assist with analysis and reporting of defects. Maintain a holistic understanding of both business needs and technical considerations for the ServiceNow Service Portal. Document functionality, portal workflows, and best practices for both technical and business audiences. Support ongoing portal enhancements, including new widgets, content structures, and integrations. Other related duties as assigned. Desired Certifications ITIL certification. ServiceNow Certified System Administrator (CSA). ServiceNow Certified Application Specialist in Service Portal, HRSD, or ITSM.