Accolite - ServiceNow Business Analyst - ITSM Framework

Description :

- Analyze existing ITSM processes (Incident, Problem, Change, Request, Knowledge, etc.) and recommend improvements leveraging ServiceNow capabilities.

- Translate business requirements into functional and technical specifications for ServiceNow development.

- Collaborate with ServiceNow developers to ensure delivered solutions align with requirements and business goals.

- Conduct workshops and UAT sessions with business users to validate functionality and ensure successful implementation.

- Maintain a detailed understanding of ServiceNow modules, releases, and platform capabilities.

- Create and maintain documentation, including process flows, requirement traceability, and test cases.

- Support configuration reviews, defect management, and release coordination activities.

- Serve as the functional subject matter expert (SME) for ITSM processes within the ServiceNow platform.

Required Skills And Qualifications :

- Bachelors degree in Information Technology, Computer Science, or a related field.

- 4 - 8 years of experience as a Business Analyst, with at least 3 years in ServiceNow ITSM.

- Strong understanding of ITIL processes and how they map to ServiceNow workflows.

- Hands-on experience with ITSM modules such as Incident, Problem, Change, Request, and Knowledge Management.

- Experience in requirement gathering, process mapping, and functional documentation.

- Strong collaboration and communication skills to engage with cross-functional teams and stakeholders.

- Ability to translate business needs into clear, actionable technical requirements.

- Experience in working in an Agile / Scrum environment.

Preferred / Nice-to-Have Skills :

- Exposure to additional ServiceNow modules such as ITOM, CMDB, HRSD, or CSM.

- Experience with data analysis, reporting, or dashboard creation in ServiceNow.

- Basic knowledge of ServiceNow scripting or workflow configuration.

- Familiarity with integration projects involving ServiceNow and other enterprise systems.

Soft Skills :

- Excellent written and verbal communication skills.

- High attention to detail with a customer-centric approach.

- Ability to manage multiple priorities and meet tight deadlines.