Business Analyst - ServiceNow

Job Summary :

- Collaborate with Product Owners, Architects, Developers, and QA teams to translate requirements into user stories, acceptance criteria, and functional specifications.

- Support ServiceNow modules including (but not limited to): Incident Management, Change Management, Service Catalog, Knowledge Management, and Case Management.

- Act as a liaison between business stakeholders and technical teams to ensure alignment and successful solution delivery.

- Work closely with US-based teams, ensuring at least 4 hours of overlap with PST time zone for meetings, requirement gathering, and sprint ceremonies.

- Participate in User Acceptance Testing (UAT): create test cases, validate solutions, and support end-users.

- Assist in ongoing enhancements, troubleshooting, and maintenance of ServiceNow applications.

- Prepare and maintain documentation such as BRDs, User Stories, Process Flows, and Training Materials.

- Provide regular status updates to leadership and project teams.

Required Skills & Experience :

- Strong understanding of ServiceNow core modules and custom application development.

- Proven experience in requirement gathering, analysis, and functional documentation.

- Expertise in Agile/Scrum methodology with experience in backlog refinement, sprint planning, and retrospectives.

- Excellent analytical, problem-solving, communication, and stakeholder management skills.

- Ability to independently lead meetings with both business and technical stakeholders.

- Prior experience collaborating with US-based teams; flexibility to work with minimum 4-hour PST overlap.

- Proficiency in ServiceNow reporting, workflows, and integrations (preferred).

- Strong documentation skills BRDs, User Stories, Acceptance Criteria, Process Flows.

- Familiarity with ServiceNow scripting (Client Scripts, Business Rules) is a bonus.

Good to Have :

- Exposure to ServiceNow integrations with third-party applications.

- Experience creating training materials and conducting user training sessions.

- Good exposure of ServiceNow as BSA , preferably in HR domain

- ServiceNow Certified System Administrator (CSA) certification..

- ServiceNow HRSD certification