Servicenow Business Analyst

ServiceNow Business Analyst

Overview

We are seeking a highly motivated Business Analyst to support and accelerate development efforts across the AMER region while working closely with global teams. This role serves as a critical bridge between business stakeholders and IT, driving efficient delivery, standardization, and continuous improvement across ServiceNow and ITSM processes.

The ideal candidate brings a strong foundation in ITIL practices, ServiceNow capabilities, and Agile delivery, combined with a proactive mindset to improve processes and enable scalable solutions across a global organization.

Key Responsibilities

Global Collaboration & Delivery Acceleration

• Partner with Global IT teams to streamline and accelerate AMER development initiatives.
• Act as a liaison between regional stakeholders (US, LATAM, India) to ensure alignment and efficient execution.
• Facilitate cross-functional workshops to gather requirements and drive consensus on solutions.

Business Analysis & Solution Design

• Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs.
• Manage and prioritize backlog, ensuring clear visibility and alignment with business priorities.
• Identify gaps (blackhole” management) and ensure work is properly tracked, owned, and delivered.

ServiceNow & ITSM Enablement

• Configure and support ServiceNow capabilities including Flow Designer, UI Policies, and integrations (REST/SOAP).
• Manage and optimize SLA/OLA configurations to ensure service performance and accountability.
• Support asset management processes within the ITSM framework.
• Develop dashboards and reporting to provide visibility into performance, trends, and opportunities.

Testing & Deployment Support

• Lead testing efforts for new deployments, ensuring quality and alignment with requirements.
• Partner with development teams during sprint cycles to validate deliverables and ensure readiness.

Agile Delivery & Process Improvement

• Actively participate in Agile ceremonies including backlog grooming, sprint planning, and retrospectives.
• Drive continuous improvement across ITSM processes, leveraging ITIL best practices.
• Proactively identify opportunities to simplify, standardize, and automate workflows.

Future Capability Enablement

• Support the evolution of IT capabilities including Virtual Agent, chatbots, AI-driven solutions, and Knowledge Management.
• Contribute to the roadmap for next-generation service delivery and automation.

Qualifications

• 3–5 years of experience as a Business Analyst, with 1–3 years focused on ServiceNow implementations
• Strong understanding of ITIL practices (Incident, Problem, Change, Asset, SLA/OLA management)
• Hands-on experience with ServiceNow configuration (Flow Designer, UI Policies, integrations)
• Experience working in Agile/Scrum environments
• Proven ability to manage and prioritize backlogs effectively
• Experience with dashboard creation and reporting tools
• Strong analytical and problem-solving skills

Key Competencies

• Proactive mindset with a focus on continuous improvement and innovation
• Strong communication skills (verbal and written), with the ability to engage global teams
• Facilitation skills to lead workshops and drive alignment across diverse stakeholders
• Business and technical acumen to bridge gaps between strategy and execution
• Adaptability to evolving technologies, including AI and automation

Why This Role Matters

This role is instrumental in improving speed, transparency, and quality of IT delivery across regions. By driving standardization, enhancing ServiceNow capabilities, and enabling future-state automation (AI, Virtual Agent), this position directly contributes to operational efficiency and scalability across GEODIS IT.