Business Analyst - ServiceNow Platform

We are seeking a detail-oriented Business Analyst with ServiceNow experience to partner with business stakeholders, product owners, and technical teams in delivering platform enhancements, process improvements, and enterprise technology solutions.

This role will include responsibilities for working with the platform team to gather and document requirements, analyze business processes, support Agile delivery, and coordinate testing.

Key Responsibilities:

• Partner with business stakeholders, product owners, process owners, and technical teams to gather, analyze, and document business needs and functional requirements.
• Translate business requirements into clear user stories, acceptance criteria, process flows, decision logs, and functional documentation.
• Assist with facilitating requirements workshops, stakeholder interviews, backlog refinement sessions, sprint planning discussions, demos, and user acceptance testing activities.
• Analyze current-state business processes, identify gaps or inefficiencies, and recommend practical improvements that align with platform capabilities and business goals.
• Collaborate with ServiceNow administrators, developers, architects, QA resources, and delivery leads to clarify requirements and validate solution designs.
• Create and maintain documentation including business requirements, functional specifications, process maps, test scenarios, training materials, knowledge articles, and release notes.
• Use ServiceNow Strategic Portfolio Management (SPM) to manage demands, user stories, enhancements, defects, and agile development processes.

Required Qualifications:

• 8 - 8+ years of experience as a Business Analyst, Product Analyst, Functional Analyst, or similar role supporting enterprise systems or technology initiatives.
• Agile, Lean-Agile, Scaled Agile, or related certification.
• Hands-on experience working on the ServiceNow Strategic Portfolio Management (SPM) module with practical experience managing work in Demand Management, Collaborative Work Management, and Strategic Planning capabilities.
• Strong understanding of business analysis practices, including requirements elicitation, process mapping, gap analysis, documentation, and stakeholder management.
• Experience working in Agile or hybrid delivery environments, including user story creation, backlog refinement, sprint planning, and acceptance criteria definition.
• Ability to communicate effectively with both technical and non-technical audiences and translate business needs into actionable delivery requirements.
• Strong analytical, problem-solving, facilitation, and organizational skills.
• Ability to manage multiple priorities, work independently, and deliver high-quality documentation in a fast-paced environment.

Preferred Qualifications:

• Experience supporting ServiceNow implementations, upgrades, platform modernization efforts, or cross-functional workflow automation initiatives.
• Experience preparing executive summaries, status updates, process documentation, training guides, or adoption materials.
• Experience supporting testing activities, including test case development, UAT coordination, defect triage, and business validation.