Job Description

About the Role

Empower is a strategic initiative to modernize operations by enabling staff to develop secure, efficient digital solutions on approved platforms under clear governance. The program aims to build a digitally fluent workforce, streamline processes, and establish a foundation for scalable, AI-enabled innovation.

The Senior Business Analyst is responsible for gathering, analyzing, validating, and managing business requirements across stakeholders, customers, and end-users. The role supports informed decision-making and successful implementation of digital initiatives through structured analysis, stakeholder engagement, and governance alignment.

The incumbent will work closely with the Project Manager, product teams, technical teams, and Platform Lead, and report to designated senior leadership.

Key Responsibilities

1. Strategy, Planning, and Stakeholder Management

• Facilitate meetings and collaborate with product managers to define product scope, vision, and roadmap.

• Develop user stories, epics, and release plans with clear acceptance criteria.

• Conduct stakeholder interviews and requirements gathering through workshops, surveys, site visits, use cases, and other structured techniques.

• Present and validate requirements or change requests with the product team for estimation and sizing.

• Support backlog prioritization in collaboration with stakeholders and product teams.

• Assess and improve requirements-gathering processes to enhance efficiency and effectiveness.

2. Product Design and Development

• Define product features aligned with business needs in collaboration with technical teams.

• Lead user requirements analysis to support effective product design.

• Manage and prioritize the product backlog to ensure alignment with delivery goals.

• Optimize release plans to maximize value delivery and meet client requirements.

• Support development teams in achieving sprint and release objectives.

3. Production Support

• Participate in post-go-live maintenance and support planning for newly deployed products.

• Coordinate with technical support teams to ensure stable and efficient system operations.

• Respond to and help resolve major or critical incidents in a timely manner.

• Provide regular status updates to stakeholders, including progress reports, issue tracking, root cause analysis, and resource requirements.

4. Operational Management

• Analyze and validate requirements for completeness, consistency, feasibility, and compliance with standards; perform effort estimation using INVEST principles.

• Translate high-level user needs into clear, functional requirements understandable to developers and project teams.

• Develop process models, specifications, diagrams, workflows, and documentation to guide solution implementation.

• Conduct peer reviews of business requirements to ensure clarity and accuracy.

• Interpret user requirements into feasible solution options and communicate recommendations to stakeholders.

• Manage and track requirements throughout the project lifecycle, ensuring alignment and proper change control.

• Communicate updates, enhancements, and requirement changes to project managers, sponsors, and stakeholders to ensure shared understanding of impacts and solutions.

• Ensure completion of all required documentation to support deployment of applications and products.

Education and Work Experience

• Bachelors degree in Computer Science, Business Management, Accounting, or a related field.

• At least 8 years of solid experience in business analysis

• Minimum 5 years of experience in business process design and documentation.

• Minimum 5 years of experience in quality assurance and testing of IT applications.

• Proven experience in business and technical requirements analysis, elicitation, modeling, validation, and methodology development.

• Experience overseeing the design, development, and implementation of software and hardware solutions.

• Demonstrated experience in business analysis for ServiceNow products

• Hands-on experience using ServiceNow applications, with strong understanding of how the platform supports various business and technical domains.

• Experience participating in governance boards or committees and facilitating workshops with senior stakeholders.

Technical Knowledge

• Strong project management skills, including planning, organizing, and managing resources using project management tools.

• Solid understanding of product or platform governance frameworks and best practices.

• Knowledge of application development and software development lifecycle (SDLC) concepts.

• Familiarity with Agile methodologies, DevOps practices, CI/CD pipelines, and QA/testing processes.

• Understanding of Citizen Development programs and related digital enablement initiatives.

• Strong knowledge of Microsoft technology stack, including SharePoint, PowerApps, Power Automate, Copilot, and emerging technologies such as Process Mining tools and Generative AI.

• Strong knowledge of the ServiceNow platform, including Employee Center and related modules.