Overview
The ServiceNow Business Analyst will engage in a significant transformation project within a global retail organization, acting as a vital link between business stakeholders, IT teams, and the ServiceNow platform. This remote contract position requires expertise in ServiceNow ITSM processes, with an emphasis on gathering requirements, facilitating workshops, and translating business needs into actionable user stories and functional specifications. The role is pivotal in ensuring that solutions align with best practices and platform governance while minimizing customizations.
Responsibilities
- Lead requirements gathering workshops with business and IT stakeholders.
- Analyze, challenge, and refine business requirements.
- Translate requirements into user stories, acceptance criteria, and functional specifications.
- Support the design and optimization of ITSM processes.
- Work closely with the ServiceNow Platform Owner and Delivery Teams.
- Ensure solutions align with platform governance and minimize unnecessary customization.
- Manage and prioritize demand from multiple stakeholder groups.
- Act as the key liaison between business and technical teams.
Requirements
- Proven experience as a ServiceNow ITSM Business Analyst with ITSM experience.
- Strong knowledge of Incident Management, Request Management, Change Management, Problem Management, Knowledge Management, Service Catalogue Management, Configuration Management, and CMDB.
- Experience working on ServiceNow transformation programs.
- Strong requirements elicitation and workshop facilitation skills.
- Experience creating user stories, process maps, and functional requirements.
- Excellent stakeholder management skills across business and technical teams.
- Understanding of ServiceNow governance, platform standards, and best practices.
- Ability to challenge requirements and drive effective outcomes.