ServiceNow BA

Roles & Responsibilities

• Gather, analyze, and document business and functional requirements.
  
• Conduct workshops with stakeholders to understand business needs.
  
• Translate business requirements into Functional Requirement Documents (FRD), User Stories, and Acceptance Criteria.
  
• Work with ServiceNow developers to implement solutions.
  
• Configure and support ITSM processes based on ITIL best practices.
  
• Perform gap analysis between current and future -state processes.
  
• Facilitate UAT planning, execution, and defect management.
  
• Create workflow diagrams, process documentation, and SOPs.
  
• Coordinate with project managers and technical teams throughout the SDLC.
  
• Support ServiceNow upgrades and enhancement projects.
  
• Ensure solutions comply with governance and security standards.
  
• Assist in change management and user adoption activities.
  
• Prepare dashboards, reports, and KPIs for stakeholders.
  
• Conduct knowledge transfer sessions and end -user training.