Role description
Job Summary
We are seeking an experienced Business Analyst with strong ServiceNow domain expertise to support ServiceNow platform implementations, enhancements, and continuous improvement initiatives. The candidate will work closely with business stakeholders, product owners, and ServiceNow technical teams to translate business requirements into effective ServiceNow solutions aligned with organizational goals.
Key Responsibilities
- Elicit, analyze, and document business and functional requirements for ServiceNow solutions
- Conduct stakeholder interviews, workshops, and requirement walkthroughs
- Translate requirements into:
- User stories and acceptance criteria
- Functional specifications
- Process flows (As-Is / To-Be)
- Perform gap analysis and identify improvement opportunities using ServiceNow capabilities
- Support implementation and enhancement of ServiceNow modules such as:
- ITSM (Incident, Problem, Change, Request)
- CMDB
- ITOM
- HRSD
- CSM / SPM (as applicable)
- Ensure solutions align with ServiceNow best practices and platform standards
- Collaborate with ServiceNow developers and architects to clarify requirements and solution design
- Participate in Agile ceremonies including sprint planning, backlog refinement, reviews, and retrospectives
- Assist Product Owners with backlog prioritization and scope definition
- Support QA teams with requirement validation, test scenarios, and defect analysis
- Coordinate and support User Acceptance Testing (UAT) and obtain business sign-offs
- Maintain documentation such as BRD, FRD, user stories, process diagrams, and traceability matrices
- Act as the primary liaison between business users and technical teams
- Proactively identify risks, dependencies, and impacts and communicate to stakeholders
Required Qualifications
- Bachelor’s degree in Business, Information Technology, Engineering, or related field
- 4+ years of experience as a Business Analyst
- At least 2–3 years of hands-on experience with ServiceNow projects
- Strong understanding of:
- ServiceNow platform fundamentals
- ITIL processes and service management concepts
- Experience working in Agile and/or Waterfall environments
- Excellent communication, documentation, and stakeholder management skills
Required Skills
- Requirements elicitation and analysis
- User story creation and acceptance criteria definition
- Process modeling and workflow analysis
- Stakeholder facilitation and collaboration
- Tools: ServiceNow, JIRA / Azure DevOps, Confluence / SharePoint
Preferred / Nice-to-Have
- ServiceNow Certified System Administrator (CSA)
- ITIL Foundation certification
- Experience with ServiceNow workflows, service catalogs, and integrations
- Exposure to ServiceNow reporting and Performance Analytics
- Experience working in enterprise or managed services environments
Soft Skills
- Strong analytical and problem-solving skills
- High attention to detail
- Proactive and self-motivated
- Ability to manage multiple priorities and stakeholders
- Collaborative team player with a customer-focused mindset
business analysis,agile,requirements gathering,risk management,business process modeling,solution design,user acceptance testing,
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
