ServiceNow Business Analyst

Role Overview

Key Responsibilities

• Collaborate with stakeholders to assess business requirements, translating them into effective ServiceNow solutions.
• Lead the design, configuration and implementation of ServiceNow applications and modules, including ITSM and ITOM.
• Analyse current business processes and identify opportunities for improvements and automation through ServiceNow.
• Develop and maintain project documentation, including business requirements, functional specifications and user stories.
• Provide expert guidance on ITIL processes and best practices, ensuring alignment with ServiceNow capabilities.
• Conduct workshops and training sessions to gather requirements and educate stakeholders on ServiceNow best practices and functionalities.
• Work closely with Senior Developers to ensure requirements are adequately identified and escalated in a timely manner.
• Manage communication between business stakeholders and technical teams and deal with any challenges that arise.
• Foster strong relationships with clients, becoming a trusted advisor for their ServiceNow initiatives.
• Review data requirements analysis and data mapping and transformation requirements for integrations.
• Ensure test plans and test cases are created and implemented, including UAT and end-user training.
• Consolidate KPIs related to ServiceNow usage and effectiveness and mentor junior consultants.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• 5+ years' experience as a Business Analyst, preferably within IT service management consulting with a focus on ServiceNow implementations.
• Strong understanding of ServiceNow platform capabilities, including Incident Management, Change Management, Problem Management and Service Catalog.
• Experience with the ITIL framework and best practices.
• Excellent analytical and problem-solving skills with the ability to translate complex requirements into actionable solutions.
• Excellent communication and interpersonal skills with the ability to work with diverse technical and non-technical teams.
• Ability to work collaboratively in a team environment and adapt to changing client needs.

Preferred Qualifications

• Relevant ITIL certifications preferable.
• ServiceNow certifications preferable, e.g., CSA, CAD.
• Agile methodology qualifications preferable.

About Synechron