- Company Name
- Minisoft Technologies LLC
- Job Title
- Business Analyst with ServiceNow experience
- Job Description
-
**Job Title**
Business Analyst – ServiceNow
**Role Summary**
Business Analyst responsible for translating business processes into functional ServiceNow solutions, designing workflows, creating user stories, and supporting testing and deployment. Works with cross‑functional teams to enhance ITSM modules, drive automation, and deliver performance analytics dashboards.
**Expectations**
- Minimum 9 years of overall experience, with at least 5 years focused on ServiceNow ITSM.
- Proven ability to gather, document, and prioritize requirements using Agile/Scrum.
- Demonstrated experience building wireframes, user stories, test scripts, and training materials.
- Strong communication skills to bridge business and technical stakeholders.
- Availability for a two‑round interview process (remote Zoom + on‑site).
**Key Responsibilities**
1. Analyze business requirements and translate them into ServiceNow system specifications.
2. Design, develop, and document workflows, user stories, acceptance criteria, and test scripts.
3. Conduct functional analysis, collaborate with developers, and resolve system issues.
4. Perform testing of new developments, upgrades, and patches; coordinate user acceptance sign‑off.
5. Create operational and analytical reports, Performance Analytics dashboards, and KPI visualizations.
6. Develop knowledge‑base articles, training guides, and job aids.
7. Implement ServiceNow modules (Incident, Problem, Change, Knowledge, Major Incident, Asset, CMDB, Request Management) and advanced features such as Virtual Agent, Predictive Intelligence, Now Assist, Platform Analytics, Workflow DataFabric, Employee Center, SPM, APM, Service Catalog.
8. Facilitate interviews, workshops, and group meetings to elicit requirements.
**Required Skills**
- ServiceNow ITSM expertise (Incident, Problem, Change, Knowledge, Major Incident, Asset, CMDB, Request Management).
- Agile/Scrum requirement gathering, user story creation, acceptance criteria definition.
- Wireframing and documentation of complex business systems.
- ServiceNow Performance Analytics, reporting, and KPI development.
- Implementation experience with ServiceNow Now Assist, Predictive Intelligence, Virtual Agent, Platform Analytics, Workflow DataFabric, Employee Center.
- Proficiency in Service Portfolio Management, Application Portfolio Management, Service Catalog (Flow Designer, record producers, catalog items).
- Strong analytical, problem‑solving, and logical reasoning abilities.
- Excellent written and verbal communication; ability to interact with technical and non‑technical audiences.
- Knowledge of ITIL concepts and system analysis techniques.
**Required Education & Certifications**
- Bachelor’s degree (or equivalent combination of education and experience).
- Minimum 5 years relevant experience in ServiceNow business analysis/implementation.
- ServiceNow certification: Administrator, Developer, or ITSM Implementation (or equivalent).
Redwood city, United states
Hybrid
Mid level
26-09-2025