ServiceNow Business Analyst

The Business Analyst (BA) acts as a critical liaison between business stakeholders and technology teams by analyzing business needs, defining requirements, and ensuring the successful delivery of solutions that drive business value. The role involves requirements elicitation, process analysis, documentation, stakeholder management, and support throughout the solution lifecycle.

Key Responsibilities

Business Analysis & Requirements Management

• Engage with business stakeholders to understand business objectives, challenges, and requirements
• Elicit, analyze, validate, and document business, functional, and non functional requirements
• Translate business needs into clear, structured artifacts such as:
• Business Requirement Documents (BRD)
• Functional Requirement Specifications (FRS)
• User Stories & Acceptance Criteria
• Ensure requirements are traceable throughout the project lifecycle
  
  

Process & Gap Analysis

• Analyze existing business processes (“As Is”) and design optimized future-state processes (“To Be”)
• Identify gaps, inefficiencies, risks, and improvement opportunities
• Support business process reengineering and transformation initiatives
  
  

Stakeholder Collaboration

• Act as a single point of contact between business users, product owners, developers, testers, and vendors
• Facilitate workshops, requirement walkthroughs, and design discussions
• Manage stakeholder expectations and ensure alignment across teams
  
  

Solution Support & Delivery

• Support solution design by providing clarifications to technical teams
• Participate in sprint planning, backlog grooming, and reviews (Agile environments)
• Assist QA teams with test scenarios, UAT coordination, and defect triage
• Support post implementation activities and continuous improvement
  
  

Documentation & Governance

• Maintain up to date documentation in line with organizational standards
• Ensure adherence to internal controls, compliance, and audit requirements
• Provide regular status updates, reports, and metrics to leadership
  
  

Required Skills & Qualifications

Core Skills

• Strong experience in Business Analysis and Requirements Management
• Excellent communication, facilitation, and stakeholder management skills
• Expertise in documentation techniques and modeling tools
• Ability to translate complex business problems into simple, actionable requirements
  
  

Technical & Functional Skills (as applicable)

• SDLC methodologies: Agile / Scrum / Waterfall
• Tools: JIRA, Confluence, Azure DevOps, Visio, MS Excel, PowerPoint
• Experience with APIs, data flows, or system integrations (preferred)
• Domain knowledge in BFSI / ITSM / ITOM / Digital Platforms (preferred)
  
  

Desired Competencies

• Analytical thinking and problem-solving skills
• High attention to detail and quality orientation
• Ability to work independently and manage multiple priorities
• Adaptability in fast paced, changing environments
• Strong customer and business focus
  
  

Nice to Have

• CBAP / CCBA / PMI PBA certification
• Experience with ServiceNow, ERP, CRM, or core banking platforms
• Exposure to automation, AI, or data analytics initiatives
  
  

Success Metrics

• Accuracy and completeness of requirements
• Stakeholder satisfaction
• Timely delivery of project milestones
• Reduction in rework and defects due to requirement gaps
  
  

Salary Range- $100,000-$120,000 a year