BSA – ITSM
Job Description:
- Gather, analyze, and document business requirements for ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management
- Conduct stakeholder interviews, workshops, and requirement-gathering sessions
- Identify process improvement opportunities
- Translate business requirements into functional specifications, user stories, acceptance criteria, and process flow diagrams
- Collaborate with ServiceNow developers, architects, and technical teams to ensure effective implementation
- Analyze ITSM processes and recommend improvements aligned with ITIL best practices
- Support configuration and implementation of ServiceNow ITSM solutions
- Prepare and maintain BRDs, functional specifications, process documentation, and project artifacts
- Participate in backlog grooming, sprint planning, and Agile ceremonies
- Develop and execute functional test scenarios and support User Acceptance Testing (UAT)
- Validate test results and coordinate defect resolution
- Manage stakeholder expectations, communicate project updates, and facilitate issue resolution
- Support change management, user training, and post-implementation activities
Requirements:
- 4+ years of experience preferred
- Strong experience as a Business Analyst in ServiceNow ITSM implementations or enhancement projects
- Good understanding of ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management
- Strong knowledge of ITIL processes and IT Service Management best practices
- Experience in requirement gathering, stakeholder management, business process analysis, and functional documentation
- Proficiency in preparing BRDs, functional specifications, user stories, acceptance criteria, and process flow diagrams
- Experience working with ServiceNow developers and technical teams to translate business requirements into functional solutions
- Hands-on experience with Agile methodologies, Scrum practices, sprint planning, and backlog management
- Experience in functional testing, UAT coordination, defect tracking, and requirement validation
- Excellent analytical, problem-solving, communication, and presentation skills
- Ability to manage multiple priorities, work independently, and collaborate effectively with cross-functional teams
- ServiceNow certifications such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) are preferred
- Experience with ServiceNow reporting, dashboards, workflow analysis, and process optimization is an added advantage
- Second position needs some knowledge in SPM
Benefits:
- Remote work arrangement
