Lead Business Analyst

The candidate will have responsibilities across the following functions:

Requirements and Analysis:

• Elicit, analyse, and document business and functional requirements for ServiceNow solutions.
• Conduct stakeholder interviews, workshops, and requirement walkthroughs.
• Translate requirements into user stories and acceptance criteria. Functional specifications. Process flows (As-Is / To-Be).
• Perform gap analysis and identify improvement opportunities using ServiceNow capabilities.

ServiceNow Platform Support:

• Support implementation and enhancement of ServiceNow modules such as ITSM (Incident, Problem, Change, Request), CMDB, ITOM, HRSD, and CSM / SPM (as applicable).
• Ensure solutions align with ServiceNow best practices and platform standards.
• Collaborate with ServiceNow developers and architects to clarify requirements and solution design.

Agile and Delivery Support:

• Participate in agile ceremonies, including sprint planning, backlog refinement, reviews, and retrospectives.
• Assist Product Owners with backlog prioritisation and scope definition.
• Support QA teams with requirement validation, test scenarios, and defect analysis.
• Coordinate and support User Acceptance Testing (UAT) and obtain business sign-offs.

Documentation and Stakeholder Management:

• Maintain documentation such as BRD, FRD, user stories, process diagrams, and traceability matrices
• Act as the primary liaison between business users and technical teams
• Proactively identify risks, dependencies, and impacts and communicate to stakeholders

Requirements:

• Bachelor's degree in business, information technology, engineering, or a related field.
• 4+ years of experience as a business analyst.
• At least 2-3 years of hands-on experience with ServiceNow projects.
• Strong understanding of ServiceNow platform fundamentals. ITIL processes and service management concepts.
• Experience working in Agile and/or Waterfall environments.
• Excellent communication, documentation, and stakeholder management skills.

Good to Have:

• Requirements elicitation and analysis.
• User story creation and acceptance criteria definition.
• Process modelling and workflow analysis.
• Stakeholder facilitation and collaboration.
• Tools: ServiceNow, JIRA / Azure DevOps, and Confluence / SharePoint.

Nice-to-Have:

• ServiceNow Certified System Administrator (CSA).
• ITIL Foundation certification.
• Experience with ServiceNow workflows, service catalogues, and integrations.
• Exposure to ServiceNow reporting and Performance Analytics.
• Experience working in enterprise or managed services environments.

Soft Skills:

• Strong analytical and problem-solving skills.
• High attention to detail.
• Proactive and self-motivated.
• Ability to manage multiple priorities and stakeholders.
• Collaborative team player with a customer-focused mindset.

Skills

CMDB, CSM, HRSD, ITIL, ITOM, ITSM, ServiceNow