We are seeking a ServiceNow Business Analyst Lead to support the continuous development and enhancement of ServiceNow platform capabilities across multiple service domains.
This role focuses on capturing, shaping, and supporting the delivery of backlog-driven enhancements, working closely with technical teams and stakeholders to translate requirements into implementable ServiceNow solutions. The successful candidate will play a key role in driving structured requirement delivery aligned to ServiceNow capabilities, ensuring clarity, efficiency, and consistency across enhancements.
Key Responsibilities
• Work with stakeholders to gather and document requirements for ServiceNow enhancements, including:
• ITSM (Incident, Request, Change, etc.)
• HRSD / Enterprise Services
• CSM and customer-facing processes
• Translate business requirements into:
• Clear user stories and functional specifications
• Acceptance criteria aligned to ServiceNow capabilities
• Process flows and workflow definitions
• Support backlog-driven delivery, including:
• Requirement clarification and refinement
• Participation in backlog grooming and prioritisation
• Continuous alignment with development teams
• Ensure requirements are:
• Technically feasible within ServiceNow
• Aligned with existing platform design and reusable patterns
• Clearly understood by developers
• Work closely with developers to:
• Clarify functional and process requirements
• Validate implemented solutions against business expectations
• Support testing and validation activities, including:
• Functional validation of delivered enhancements
• Assisting in UAT coordination and feedback capture
• Ensuring acceptance criteria are met
• Contribute to continuous improvement of service workflows, including:
• Identifying process improvement opportunities
• Supporting standardisation across service domains
Required Experience & Skills
• 7+ years of Business Analysis experience with hands-on exposure to the ServiceNow platform (mandatory).
• Strong understanding of ServiceNow capabilities and modules, including one or more of:
• ITSM
• HRSD / Enterprise Services
• CSM
• Proven experience working on:
• ServiceNow implementations or enhancements
• Workflow-driven and catalog-based processes
• Ability to:
• Translate business requirements into ServiceNow-aligned user stories and designs
• Work effectively with ServiceNow developers
• Experience with:
• Backlog management and refinement
• Agile delivery models
• Strong understanding of:
• Service workflows, approvals, and SLA-driven processes
• Process mapping and requirement documentation
Preferred / Additional Experience
• Experience working in:
• Multi-module ServiceNow environments
• Large-scale or enterprise ServiceNow platforms
• Exposure to:
• Integration requirements and API-driven flows
• Portal or user experience improvements
• Certifications:
• CSA preferred
• CBAP or equivalent is a plus
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