Business process Analyst-ServiceNow

ServiceNowSeniorBusiness Process Analyst-CSM, FSM, MCO, APO Focused

Key Responsibilities

Job Summary: In this role you will partner with individuals across the organization, at various levels, including divisional business teams, product owners, IT teams and ServiceNow team members (Service Delivery and Operations teams) to facilitate user story gathering and design sessions, and collaboratively define solutions that address key opportunities

Key Responsibilities:

• Assistin the collection and documentation of business requirements.

• Translate business needs into functional specifications and process flows

• Identifygaps, inefficiencies, and opportunities for automation and optimization

• Owns HLD and LLD from functionalstandpointhowevershall not be limitedto only functionalaspectsaloneandmay extendfurthertobusinessknowledgealso.

• Conduct research and analysis to support business decision-making.

• Collaborate with stakeholders toidentifyand define project requirements.

• Support the development of project plans and timelines.

• Assistin the preparation of reports and presentations for management.

• Participate in meetings and provide input on business processes and improvements.

• Perform other duties as assigned by the Senior Business Analyst or Manager.

• Recommend continuousimprovementsleveraging ServiceNow’s evolving capabilities.

MinimumQualifications:

• Bachelor’s degree in business administration, Information Technology, ora relatedfield.

• 8+years of experience in a business analysis or related role.

• Familiarity with ServiceNow configuration,basicsscripting,and integration capabilities.

• Strong functional experience inServicePortals/ESC,Virtual Agentic AI, Predictive Intelligence, Workspace, Process Automation playbooks

• Good Understanding onServiceNowfoundational data and data models for more than 2applications

• Good Understating of ServiceNow best practices.

• CSM experienceismusthave.

• MCO, APO, FSM experience is a plus

Skills:

• Good in building functional, technical specs, Presentation based on project scope, Process Flows based on Business processes

• Ability to manage multiple tasks and priorities.

• Basic knowledge of data analysis and reporting.

• Familiarity with project management software is a plus.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Proficiencyin Microsoft Office Suite (Word, Excel, PowerPoint).

• Ability to work independently and as part of a team.

• Highunderstanding of business analysis methodologies and tools.

Nice to Have

• CertificationITIL Expert or ITILv3/v4or

• Certifications onServiceNow CSA andBusiness Analystfrom otherinstitutions

• Experience supporting global enterprise environments.