The Role.

• 
  Gather, analyze, and document detailed business
  requirements from stakeholders across multiple departments, translating
  high-level needs into clear and actionable functional specifications.
• 
  Facilitate workshops, interviews, and working sessions
  with business owners and technical teams to capture end-to-end process flows
  and system requirements.
• 
  Lead the creation of Business Requirement Documents
  (BRDs), Functional Requirement Documents (FRDs), user stories, use cases, and
  process flow diagrams for ServiceNow implementations.
• 
  Collaborate closely with ServiceNow developers,
  architects, and project managers to ensure business requirements are accurately
  interpreted and delivered within scope.
• 
  Perform gap analysis between current-state processes
  and future-state ServiceNow capabilities, identifying areas for improvement and
  optimization.
• 
  Manage and prioritize the product backlog, ensuring
  alignment with business objectives and project timelines.
• 
  Coordinate and support User Acceptance Testing (UAT)
  activities, including test case preparation, defect tracking, and sign-off
  coordination with stakeholders.
• 
  Serve as a key liaison between business stakeholders
  and IT teams throughout the project lifecycle, ensuring continuous
  communication and alignment.
• 
  Support change management activities including training
  material preparation, stakeholder communication, and adoption strategies for
  newly deployed ServiceNow solutions.
• 
  Monitor post-go-live performance, gather user feedback, and recommend
  enhancements to continuously improve ServiceNow platform utilization

Requirements

• 
  Minimum 4+ years of hands-on experience as a Business
  Analyst with specific focus on ServiceNow platform implementations and
  upgrades.
• 
  Proven expertise in gathering business requirements and
  translating high-level requirements into detailed functional and technical
  specifications.
• 
  Strong understanding of ServiceNow modules including IT
  Service Management (ITSM), IT Operations Management (ITOM), or Customer Service Management (CSM).
• 
  Experience producing and maintaining professional
  documentation including BRDs, FRDs, user stories, use cases, and process maps.
• 
  Demonstrated ability to conduct stakeholder interviews,
  facilitated workshops, and requirements review sessions.
• 
  Solid experience with Agile/Scrum methodologies,
  including backlog management, sprint planning, and working with
  cross-functional development teams.
• 
  Strong analytical and problem-solving skills with the
  ability to perform gap analysis and process improvement assessments.
• 
  Excellent verbal and written communication skills with
  the ability to engage effectively with both technical and non-technical
  stakeholders.
• 
  Experience supporting or leading UAT cycles, including
  test script development, defect logging, and stakeholder sign-off management.
• 
  Prior experience working within the healthcare industry or with healthcare IT systems and compliance frameworks (e.g., HIPAA, HL7) is a strong advantage..
• 
  SNow CSA certification would be added benefit.