Lead I - Business Analysis

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