Senior Business Analyst

Role: Senior Business Analyst - ServiceNow

Duration: 6 - 12 months

Responsibilities

• Lead requirements elicitation, validation and documentation across ITSM, ITAM, HRSD and integration workstreams
• Facilitate stakeholder workshops to define and confirm process flows, approval matrices and service lifecycle requirements
• Produce and maintain user stories, process maps, acceptance criteria and requirements traceability matrices aligned to programme scope
• Coordinate with process owners to validate configured workflows and ensure alignment to ITIL-based operating models
• Lead UAT coordination including test scenario design, tester onboarding, defect review facilitation and formal sign-off management
• Identify and escalate scope gaps, process conflicts and requirements risks through programme governance
• Collaborate with the Solution Architect to ensure requirements are accurately reflected in approved designs
• Support change management and training activities by contributing process expertise to enablement materials
• Mentor and direct the mid-level Business Analyst across requirements documentation activities

Required Skills & Qualifications

• 6+ years of Business Analysis experience on ITSM or enterprise platform implementations
• Deep knowledge of IT Service Management processes and ITIL frameworks – required
• Strong facilitation and workshop delivery skills with senior stakeholders
• Proven experience in requirements traceability, user story authoring and acceptance criteria definition
• Experience coordinating UAT across multi-module enterprise programmes
• Excellent documentation skills including process maps, swimlane diagrams and business requirements documents
• UAE-based with ability to commit to full onsite engagement throughout programme phases
• Strong written and verbal communication skills in English
• Prior ServiceNow implementation experience across ITSM, ITAM or HRSD modules
• Familiarity with ServiceNow Service Catalogue design and request fulfilment workflow requirements
• Background in ITIL process design and continual service improvement frameworks