Senior ServiceNow Business Analyst

Job Summary

We are seeking a highly skilled ServiceNow Business Analyst to join our enterprise platforms team. In this role, you will act as the primary liaison between business stakeholders, security teams, and technical ServiceNow developers. You will be responsible for gathering requirements, mapping processes, and driving the implementation and optimization of core ServiceNow modules, with a heavy emphasis on ITSM and CMDB. Additionally, you will leverage your exposure to the Security Operations (SecOps) module to help bridge the gap between IT operations and security compliance.

Key Responsibilities

• Requirement Gathering & Analysis: Collaborate with global business stakeholders and process owners to capture, analyze, and document functional requirements for ServiceNow applications.
• Process Design (ITSM & CMDB): Design "As-Is" and "To-Be" workflow blueprints for core ITSM modules (Incident, Problem, Change, Request, and Knowledge Management) and ensure best-practice Configuration Management Database (CMDB) data structures and CI relationships.
• SecOps Integration: Translate security initiatives into functional platform logic, supporting modules like Security Incident Response (SIR) and Vulnerability Response (VR) to align security response workflows with IT infrastructure.
• Agile Documentation: Author clear, actionable Agile artifacts including Business Requirement Documents (BRDs), functional specifications, User Stories, and Acceptance Criteria.
• Data Mapping & CSDM Alignment: Guide teams on CMDB health, data mapping for inbound/outbound integrations, and alignment with the Common Service Data Model (CSDM) framework.
• Testing & UAT Coordination: Define User Acceptance Testing (UAT) criteria, prepare testing scripts, and coordinate with stakeholders and QA teams to secure final business sign-off.
• Stakeholder Management: Facilitate discovery workshops, present platform demonstrations, and manage sprint backlogs using tools like Jira or ServiceNow Agile 2.0.

Required Skills & Qualifications

• Experience: 4+ years of dedicated experience as a Business Analyst, with a minimum of 2-3 years explicitly working on ServiceNow implementation or enhancement projects.

• ServiceNow Module Expertise:

• Deep functional knowledge of ITSM Suite (Incident, Problem, Change, Request, Service Catalog).

• Solid understanding of CMDB, configuration items (CIs), discovery processes, and dependency mapping.

• SecOps Exposure: Proven exposure or foundational understanding of the ServiceNow Security Operations portfolio (specifically Vulnerability Response or Security Incident Response).

• Methodologies: Strong background working in an Agile/Scrum delivery environment.

• Documentation Skills: Exceptional ability to synthesize complex technical logic into simple, well-structured functional documentation.

• Framework Knowledge: Strong familiarity with ITIL v4 guidelines and principles.