- Company Name
- Accede Solutions Inc (accedesolution.com)
- Job Title
- ServiceNow ITSM Technical Business Analyst
- Job Description
-
**Job Title**
ServiceNow ITSM Technical Business Analyst
**Role Summary**
Act as the primary link between business stakeholders and the technical development team for ServiceNow IT Service Management projects. Gather, analyze, and document business requirements, translate them into actionable user stories, and collaborate with architects and developers to design, configure, and test solutions that align with ITIL best practices and organizational strategy.
**Expectations**
- Deliver clear, concise documentation and test artifacts that meet business and technical standards.
- Facilitate Agile ceremonies and drive consensus across stakeholders.
- Provide post‑implementation support and continuous improvement recommendations.
**Key Responsibilities**
- Elicit, analyze, and document business requirements, process flows, use cases, and functional specifications for ITSM modules (Incident, Problem, Change, Service Catalog, CMDB, Knowledge Management).
- Translate high‑level business needs into detailed user stories and acceptance criteria.
- Conduct gap analyses and recommend solutions that maximize out‑of‑the‑box functionality.
- Define non‑functional requirements (performance, security, data integrity).
- Collaborate with ServiceNow architects and developers to design scalable, user‑friendly solutions.
- Participate in Agile/Scrum ceremonies (sprint planning, backlog grooming, retrospectives).
- Develop and execute test plans, test cases, and system integration testing; facilitate UAT.
- Create and maintain documentation, process maps, knowledge articles, and training materials.
- Serve as the liaison among IT process owners, end‑users, and delivery teams.
- Identify and recommend process optimization and automation opportunities.
**Required Skills**
- 6+ years of business analysis experience focused on ServiceNow.
- Deep functional and technical knowledge of ServiceNow ITSM suite (Incident, Problem, Change, Service Catalog, CMDB, Knowledge).
- Strong understanding of ITIL framework; communication of complex concepts to non‑technical stakeholders.
- Proven experience in Agile/Scrum delivery.
- Analytical, problem‑solving, and critical‑thinking abilities.
- Excellent written and verbal communication.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Systems, Business, or equivalent experience.
- Preferred: ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) – ITSM; ITIL Foundation (v3/v4).