ServiceNow Business Analyst

The Role.

• Gather, analyze, and document detailed business
  requirements from stakeholders across multiple departments, translating
  high -level needs into clear and actionable functional specifications.
  
• Facilitate workshops, interviews, and working sessions
  with business owners and technical teams to capture end -to -end process flows
  and system requirements.
  
• Lead the creation of Business Requirement Documents
  (BRDs), Functional Requirement Documents (FRDs), user stories, use cases, and
  process flow diagrams for ServiceNow implementations.
  
• Collaborate closely with ServiceNow developers,
  architects, and project managers to ensure business requirements are accurately
  interpreted and delivered within scope.
  
• Perform gap analysis between current -state processes
  and future -state ServiceNow capabilities, identifying areas for improvement and
  optimization.
  
• Manage and prioritize the product backlog, ensuring
  alignment with business objectives and project timelines.
  
• Coordinate and support User Acceptance Testing (UAT)
  activities, including test case preparation, defect tracking, and sign -off
  coordination with stakeholders.
  
• Serve as a key liaison between business stakeholders
  and IT teams throughout the project lifecycle, ensuring continuous
  communication and alignment.
  
• Support change management activities including training
  material preparation, stakeholder communication, and adoption strategies for
  newly deployed ServiceNow solutions.
  
• Monitor post -go -live performance, gather user feedback, and recommend
  enhancements to continuously improve ServiceNow platform utilization
  

Requirements

• Minimum 4+ years of hands -on experience as a Business
  Analyst with specific focus on ServiceNow platform implementations and
  upgrades.
  
• Proven expertise in gathering business requirements and
  translating high -level requirements into detailed functional and technical
  specifications.
  
• Strong understanding of ServiceNow modules including IT
  Service Management (ITSM), IT Operations Management (ITOM), or Customer Service Management (CSM).
  
• Experience producing and maintaining professional
  documentation including BRDs, FRDs, user stories, use cases, and process maps.
  
• Demonstrated ability to conduct stakeholder interviews,
  facilitated workshops, and requirements review sessions.
  
• Solid experience with Agile/Scrum methodologies,
  including backlog management, sprint planning, and working with
  cross -functional development teams.
  
• Strong analytical and problem -solving skills with the
  ability to perform gap analysis and process improvement assessments.
  
• Excellent verbal and written communication skills with
  the ability to engage effectively with both technical and non -technical
  stakeholders.
  
• Experience supporting or leading UAT cycles, including
  test script development, defect logging, and stakeholder sign -off management.
  
• Prior experience working within the healthcare industry or with healthcare IT systems and compliance frameworks (e.g., HIPAA, HL7) is a strong advantage..
  
• SNow CSA certification would be added benefit.