Job Description

Business Analyst – ServiceNow
Location: Riyadh, Saudi Arabia
Experience: 5+ Years

We are looking for a skilled Business Analyst with hands-on experience working on ServiceNow implementations and enhancements The ideal candidate will act as a bridge between business stakeholders and technical teams, ensuring that requirements are clearly captured, documented, and translated into effective ServiceNow solutions. The role requires strong analytical thinking, excellent communication skills, and the ability to understand complex business processes and convert them into structured workflows within the platform.

The Business Analyst will be responsible for engaging with stakeholders across departments to understand current processes, challenges, and business objectives. The candidate will facilitate workshops, discovery sessions, and requirement gathering meetings to identify improvement opportunities and automation possibilities within ServiceNow. They will also play a key role in defining project scope, documenting functional specifications, and ensuring alignment between business expectations and technical delivery.

Throughout the project lifecycle, the Business Analyst will work closely with developers, architects, and QA teams to ensure smooth execution of projects using Agile or Waterfall methodologies. The candidate will support testing, validation, and user acceptance activities while ensuring all requirements are properly implemented. Additionally, the role requires continuous evaluation of business processes and recommending improvements to enhance efficiency and service delivery through the ServiceNow platform.

Key Responsibilities

• Gather, analyze, and document business and functional requirements.
• Conduct stakeholder meetings, workshops, and discovery sessions.
• Translate business needs into clear functional and technical specifications.
• Prepare documentation including BRD, FRD, user stories, and process flows
• Work closely with ServiceNow developers to design suitable solutions.
• Support Agile ceremonies such as sprint planning, backlog grooming, and retrospectives.
• Ensure requirements traceability throughout the project lifecycle.
• Collaborate with QA teams to define test cases and validate solutions.
• Participate in User Acceptance Testing (UAT) and obtain business sign-off.
• Identify opportunities for process automation and optimization using ServiceNow.
• Ensure alignment of solutions with organizational goals and best practices.
• Assist in change management, documentation updates, and training materials.

Required Skills & Experience

• Minimum 5+ years of experience as a Business Analyst
• Proven experience working on ServiceNow projects or implementations
• Strong understanding of requirement gathering and documentation techniques.
• Experience creating BRDs, FRDs, User Stories, and workflow diagrams
• Knowledge of Agile and Waterfall methodologies
• Strong stakeholder management and communication skills.
• Experience in process mapping, gap analysis, and solution design
• Ability to coordinate with cross-functional teams and manage priorities.

Preferred Qualifications

• ServiceNow certifications (CSA, CIS, or related).
• Experience working with ITSM, ITOM, HRSD, or enterprise workflow systems
• Exposure to digital transformation or automation initiatives.
• Experience working in large enterprise or consulting environments.
• Ability to work in fast-paced, multicultural environments such as the Middle East market.