ServiceNow Business Analyst

ServiceNow Business Analyst

Role Description

As a Business Analyst within the ServiceNow platform team at the Group Technology department, you’ll play a crucial role in being the interface between the Business and the team. Your responsibilities include:

• Working with business and IT stakeholders to gather requirements for new and modified Catalog Items,
• Providing recommendations to streamline and optimize processes and align with the overall Catalog framework,
• Documenting full requirements, including form layout, fields, and workflows, defining user stories and acceptance criteria.

You will serve as a key connection between business and tech teams by translating technical concepts to business audience and business information to a technical audience. You will manage incoming requests for new Catalog Items, updates to Catalog Items, and ServiceNow enhancements. You will perform testing of the deliverables; you will present the solutions to the requesters and facilitate the transition. Your primary accountability is ensuring accordance of the Service management and request management process with ServiceNow platform development strategy and ensuring Catalog homogeneity. 

Reporting Line: You report to the ITSM Manager.

Key Responsibilities

Partner with the ServiceNow team to determine the best technical solution to address the requirements that you gather.

Understand business needs, analyse, and define priorities in business and technical context and create functional and technical specifications. Maintain comprehensive documentation for configured processes.

Assist with the development, and delivery of end user training. Provide support and guidance to end-users during the implementation and post-implementation phases.

Communicate with stakeholders and update on request status and timelines.

Take full responsibility for assigned items, ensuring functional standardization.

Partner with team members to develop project schedules, reports, and documentation. Assists with platform upgrade efforts, including testing.

Define and implement a continuous improvement life cycle to ensure that catalog items are reviewed and optimized.

Analyse and evaluate existing business processes and systems to identify areas for improvement.

Stay updated with industry trends and best practices to continually enhance business analysis processes,

Create and maintain issue logs, schedule meetings, and take meeting minutes (when needed).

Act as a team player, contributing to team evolution by enhancing processes, fostering innovation, and maintaining a proactive attitude to elevate service quality and drive engineering excellence.

Facilitate knowledge transfer within and outside your team through presentations, coaching sessions, or other sharing practices.

Knowledge, Skills & Qualifications

• Strong understanding of ServiceNow platform capabilities, modules, and functionalities,
• Knowledge of ITSM processes, including Request Management, Change Management, Configuration Management, Incident Management and Problem Management,
• Fluent written and oral English,
• Solid analytical and problem-solving skills,
• Familiarity with Agile/Scrum methodologies and tools,
• Excellent communication skills (both written and verbal) with strong presentation and facilitation skills at all levels in the organization.

Education & Certifications

• 2+ years experience in a Business Analyst role supporting ServiceNow or similar platforms,
• ServiceNow CSA is desirable,
• A good understanding of ITIL v3 or v4,