ServiceNow Business Analyst - ITSM/SPM

Job Summary :

We are seeking an experienced ServiceNow Business Analyst with strong expertise in ITSM, SPM (Strategic Portfolio Management), and ServiceNow AI/Now Assist AI. The ideal candidate will have hands-on experience in requirement gathering, client interaction, and end-to-end ServiceNow project implementation. The role requires excellent analytical, documentation, and communication skills.

Key Responsibilities :

- Requirement Gathering & Analysis

- Conduct detailed requirement-gathering sessions with business stakeholders and clients.

- Analyze business needs and translate them into functional and technical requirements.

- Work closely with technical teams to ensure requirements are understood and implemented accurately.

ServiceNow Project Delivery :

- Lead and support ServiceNow project implementations across various modules.

- Collaborate with development teams to ensure timely and quality delivery.

- Participate in solution design, configuration review, testing, and deployment activities.

Documentation & Story Writing :

- Create and maintain high-quality documentation including:

- BRD (Business Requirements Document)

- FRD (Functional Requirements Document)

- HLD (High-Level Design)

- LLD (Low-Level Design)

- Write clear and concise user stories, acceptance criteria, and process flows.

Client Interaction & Communication :

- Act as a primary point of contact for clients and stakeholders.

- Conduct workshops, presentations, and demos to explain solution approaches.

- Manage expectations and ensure smooth communication across teams.

ServiceNow Expertise :

- Strong understanding of ServiceNow platform capabilities, ITSM processes, and best practices.

- Hands-on experience working with SPM (Strategic Portfolio Management) including demand management, project portfolio, resource management, etc.

- Experience with ServiceNow AI and Now Assist AI features to build intelligent workflows and automation.

Required Skills & Qualifications :

- 5 to 10 years of total experience with at least 4+ years as a ServiceNow Business Analyst.

- Strong expertise in ITSM, SPM, and ServiceNow AI / Now Assist AI.

- Proven experience in requirement gathering, process mapping, and stakeholder management.

- Strong documentation skills (BRD, FRD, HLD, LLD, user stories).

- Experience working in Agile/Scrum environments.

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