Role purpose: Bridge business stakeholders and the ServiceNow platform team — translate process needs into well-defined, buildable requirements across ITSM/ITOM/ITAM/other ServiceNow modules and related workflows.

Key responsibilities

• Elicit, analyse and document business requirements; convert them into user stories, acceptance criteria and process flows.
• Map current-state processes to ServiceNow out-of-the-box capability; recommend configuration over customisation.
• Work with developers/architects through backlog grooming, sprint planning and design walkthroughs.
• Configure low-complexity items (forms, flows, catalogue items, reports/dashboards) where required.
• Drive UAT — test scenarios, defect triage, sign-off — plus training material, SOPs and go-live support.
• Support data alignment, governance and post-release adoption tracking.

Skills and experience

• 6–8 years business analysis experience, with 3+ years on ServiceNow.
• Strong grasp of ITIL processes (Incident, Problem, Change, Request, CMDB); ITIL v4 Foundation preferred.
• Hands-on with ServiceNow modules such as ITSM, ITOM, SPM/ITBM, HRSD or CSM (as relevant).
• Agile/Scrum delivery, JIRA or ServiceNow Agile Development, strong documentation skills (BRD/FSD, RTM).
• Excellent stakeholder management and written/verbal communication.
• ServiceNow CSA and CIS certifications desirable;