- Company Name
- InfoStride
- Job Title
- ServiceNow Business Analyst
- Job Description
-
Job title: ServiceNow Business Analyst
Role Summary:
Lead analysis, design, and implementation of ServiceNow (ITSM/ITOM/HRSD/CSM) solutions for enterprise SaaS systems. Convert business needs into functional specifications, drive end‑to‑end delivery from requirements to UAT and enablement, and ensure integration with tools such as Jira, HRIS, CMDB, and monitoring platforms.
Expectations:
- Strong ownership and accountability mindset
- 5+ years as a Business Systems Analyst or equivalent in enterprise SaaS environments
- Proven expertise with ServiceNow or comparable ITSM platforms
- Experience across Incident, Problem, Change Management, Asset & CMDB, Service Catalog, ITOM Discovery/Automation, and optionally HRSD or CSM
- Ability to translate business requirements into detailed functional specifications and process maps
- Familiarity with workflow automation, integration points, and cross‑system dependencies
- Comfortable with agile methodologies and iterative delivery cycles
- Willingness to support initiatives through requirements, delivery, UAT, and enablement phases
- Interest in upstream/downstream integrations (e.g., Jira, HRIS, CMDB, monitoring tools)
Key Responsibilities:
- Gather and analyze business requirements, producing functional specifications for ServiceNow enhancements and integrations
- Design and document process flows, data models, and integration architectures
- Collaborate with technical teams to define and manage integration points with external systems
- Facilitate sprint planning, backlog grooming, and review sessions in Agile environments
- Coordinate UAT activities, provide training, and develop end‑user documentation
- Monitor project progress, manage risks, and ensure timely delivery of milestones
- Support post‑implementation maintenance and continuous improvement initiatives
Required Skills:
- Business Analysis, Requirements Elicitation, Process Mapping
- ServiceNow knowledge (ITSM, ITOM, HRSD, CSM)
- Incident, Problem, Change, Asset, CMDB, Service Catalog, ITOM Discovery & Automation expertise
- Integration design (API, Web Services) and cross‑system data flow understanding
- Agile Scrum or Kanban experience
- Strong communication, stakeholder management, and facilitation skills
- Analytical thinking and problem‑solving abilities
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field
- ServiceNow certifications (e.g., Certified Implementation Specialist) preferred
- Agile certifications (e.g., ScrumMaster, CSPO) valued