Role description
Job Description – Senior ServiceNow Business Analyst (EAM)
Role Summary
We are looking for an experienced Senior ServiceNow Business Analyst with strong expertise in ServiceNow Enterprise Asset Management (EAM).
The candidate will act as the bridge between business stakeholders, asset teams, and technical delivery teams, ensuring requirements are translated into scalable, process-driven solutions on the ServiceNow platform.
This role requires deep functional understanding of asset lifecycle management, maintenance operations, and enterprise governance, along with the ability to drive workshops, documentation, and solution alignment.
Experience Required
- Minimum 5+ years of experience as a Business Analyst on the ServiceNow platform
- Proven hands-on experience in EAM implementations or enhancements
- Experience working in global stakeholder environments
Key Responsibilities
Business & Stakeholder Engagement
- Conduct discovery sessions, workshops, and interviews with business, operations, and IT teams
- Understand current asset management processes, pain points, and compliance needs
- Provide advisory on best practices and OOB capabilities
- Act as primary liaison between client stakeholders and development teams
Requirements & Documentation
- Create and maintain:
- Business Requirement Documents (BRD)
- Functional Requirement Specifications (FRS)
- User stories & acceptance criteria
- Process flows / use cases
- Translate business needs into platform features and configurations
- Ensure traceability from requirements build test deployment
EAM Functional Ownership
- Define solutions across:
- Asset lifecycle (plan, procure, deploy, maintain, retire)
- Preventive & corrective maintenance
- Work orders & task management
- Asset hierarchies & relationships
- Inventory & spare parts
- Guide data strategy for assets, models, stockrooms, and locations
Collaboration with Technical Teams
- Work closely with developers, architects, and admins
- Clarify requirements, validate design approaches
- Support sprint planning and backlog grooming
- Participate in solution reviews and demos
Testing & Deployment Support
- Define UAT scenarios and success criteria
- Support business during testing cycles
- Ensure delivered solution meets functional expectations
- Assist in go-live readiness and adoption
Continuous Improvement
- Identify optimization opportunities
- Recommend automation and reporting improvements
- Contribute to roadmap planning
Mandatory Skills
- Strong functional knowledge of ServiceNow Enterprise Asset Management
- Expertise in asset lifecycle & maintenance processes
- Experience in requirement elicitation & documentation
- Ability to convert business language into technical deliverables
- Strong understanding of ServiceNow data model & relationships
- Experience with Agile / Scrum methodology
- Excellent communication & stakeholder management skills
Preferred Skills
- Exposure to integrations with ERP or procurement systems
- Understanding of CMDB & service mapping concepts
- Experience in reporting, KPIs, dashboards
- Certifications such as:
- CSA
- Business Analyst or EAM related credentials
Soft Skills Required
- Strong analytical thinking
- Structured documentation ability
- Confidence in customer conversations
- Ability to challenge and refine requirements
- Leadership mindset for driving workshops
Skills
servicenow,business analysis,requirements gathering,change management,
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.
