Role description
Job Title: ServiceNow Business Analyst
Experience: 5+ Years
Employment Type: Full-Time
Job Summary:We are looking for an experienced ServiceNow Business Analyst with 5+ years of experience in gathering, analyzing, and translating business requirements into effective ServiceNow solutions. The ideal candidate will act as a bridge between business stakeholders and technical teams, ensuring successful delivery across ServiceNow modules such as ITSM, CSM, HRSD, or GRC.
Key Responsibilities:
- Collaborate with stakeholders to gather, analyze, and document business requirements
- Translate business needs into functional specifications and user stories
- Work closely with ServiceNow developers and architects to deliver scalable solutions
- Drive requirement workshops, stakeholder meetings, and process discussions
- Support implementations across ServiceNow modules (ITSM, CSM, HRSD, GRC/IRM)
- Analyze existing processes and recommend improvements/automation
- Create and maintain documentation (BRD, FRD, process flows, use cases)
- Assist in UAT (User Acceptance Testing), test case creation, and validation
- Ensure alignment with ITIL best practices
- Support change management, training, and adoption activities
- Monitor project progress and help manage scope, risks, and dependencies
Required Skills & Qualifications:
- 5+ years of experience as a Business Analyst, with ServiceNow platform exposure
- Strong understanding of ServiceNow modules (ITSM preferred; others are a plus)
- Experience in requirement gathering, documentation, and stakeholder management
- Knowledge of Agile/Scrum methodologies
- Familiarity with tools like JIRA, Confluence, or Azure DevOps
- Understanding of ServiceNow workflows and platform capabilities
- Strong analytical and problem-solving skills
- Excellent communication and presentation skills
Preferred Qualifications:
- ServiceNow certifications (CSA, CIS-ITSM or relevant module)
- ITIL Foundation certification
- Experience in multiple ServiceNow implementations
- Knowledge of reporting and dashboards (Performance Analytics is a plus)
Soft Skills:
- Strong stakeholder management and negotiation skills
- Ability to translate technical concepts into business language
- Detail-oriented with strong documentation skills
- Ability to work independently and collaboratively
Skills
business analysis,servicenow,functional specifications,user stories,
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.
