ServiceNow Business Analyst – IT Modules

ServiceNow Business Analyst – IT Modules Location: UAE Experience: 6+ years of relevant experience, including 2+ years in a ServiceNow Business Analyst, Functional Consultant, or similar role. Position Summary We are looking for an experienced ServiceNow Business Analyst to support the design and delivery of ServiceNow IT workflows and business processes. The role will focus on ITSM, ITOM, CMDB, requirements gathering, process mapping, functional design, user stories, acceptance criteria, UAT, and requirements traceability. The Business Analyst will work closely with business stakeholders, ServiceNow architects, developers, and functional teams to translate business needs into effective ServiceNow solutions. Key Responsibilities • Gather, analyse, and document business and functional requirements for ServiceNow IT modules. • Support ServiceNow implementations across ITSM, ITOM, CMDB, and related capabilities. • Lead requirements workshops, stakeholder interviews, and discovery sessions. • Translate business requirements into functional specifications, user stories, and acceptance criteria. • Develop clear and detailed business and functional requirements documentation. • Map current-state and future-state business processes and workflows. • Identify process gaps, improvement opportunities, and automation opportunities. • Maintain requirements traceability from business requirements through design, configuration, testing, and delivery. • Work closely with ServiceNow Solution Architects, Developers, Administrators, and Functional Consultants. • Support ServiceNow configuration by clarifying business rules, workflows, requirements, and expected outcomes. • Support User Acceptance Testing (UAT) planning, test scenarios, execution, defect management, and business validation. • Validate delivered functionality against agreed requirements and acceptance criteria. • Support the design and validation of ServiceNow reports and dashboards. • Ensure business and functional analysis deliverables follow platform standards and best practices. • Support implementation, deployment, go-live, and post-go-live activities. • Facilitate communication between business and technical teams throughout the delivery lifecycle. • Support issue resolution, change requests, and continuous process improvement. Technical Requirements • Strong Business Analysis and requirements engineering experience. • Experience working with ServiceNow ITSM and ITOM. • Good understanding of ServiceNow CMDB concepts. • Experience with ServiceNow workflows and business process design. • Strong experience in requirements gathering, analysis, and documentation. • Experience developing functional specifications and business requirements documents. • Strong experience writing user stories and acceptance criteria. • Experience with current-state and future-state process mapping. • Strong understanding of requirements traceability. • Experience planning and supporting User Acceptance Testing (UAT). • Experience with functional testing, defect management, and business validation. • Understanding of ServiceNow reports and dashboards. • Ability to translate business requirements into functional ServiceNow solutions. • Experience working with ServiceNow architects, developers, administrators, and functional consultants. • Understanding of IT service management processes and ITIL practices. • Experience across full ServiceNow implementation lifecycles. Qualifications • Bachelor's degree in Information Technology, Computer Science, Business, Information Systems, or a related field. • 6+ years of relevant Business Analysis, Functional Consulting, or technology transformation experience. • At least 2+ years in a ServiceNow Business Analyst, Functional Consultant, or similar role. • Experience supporting ServiceNow implementations across full delivery lifecycles. • ServiceNow Certified System Administrator (CSA) is preferred. • ITIL Foundation certification is preferred. • Business Analysis certifications such as CBAP, CCBA, or BCS Business Analysis certifications are an advantage. • Experience working on large-scale ServiceNow or enterprise transformation initiatives is preferred. • Strong communication and stakeholder-management skills. • Strong analytical, problem-solving, and documentation skills. • Ability to work effectively across business, functional, and technical teams. Key Skills ServiceNow | Business Analysis | ITSM | ITOM | CMDB | Requirements Gathering | Requirements Engineering | Functional Requirements | Business Process Mapping | Workflow Design | User Stories | Acceptance Criteria | UAT | Requirements Traceability | Functional Specifications | Process Improvement | Reporting | Dashboards | ServiceNow CSA | ITIL | CBAP | Stakeholder Management

Bachelor's degree in Information Technology, Computer Science, Business, Information Systems, or a related field. 6+ years of relevant Business Analysis, Functional Consulting, or technology transformation experience. At least 2+ years in a ServiceNow Business Analyst, Functional Consultant, or similar role. Experience supporting ServiceNow implementations across full delivery lifecycles. ServiceNow Certified System Administrator (CSA) is preferred. ITIL Foundation certification is preferred. Business Analysis certifications such as CBAP, CCBA, or BCS Business Analysis certifications are an advantage. Experience working on large-scale ServiceNow or enterprise transformation initiatives is preferred. Strong communication and stakeholder-management skills. Strong analytical, problem-solving, and documentation skills. Ability to work effectively across business, functional, and technical teams.

Gather, analyse, and document business and functional requirements for ServiceNow IT modules. Support ServiceNow implementations across ITSM, ITOM, CMDB, and related capabilities. Lead requirements workshops, stakeholder interviews, and discovery sessions. Translate business requirements into functional specifications, user stories, and acceptance criteria. Develop clear and detailed business and functional requirements documentation. Map current-state and future-state business processes and workflows. Identify process gaps, improvement opportunities, and automation opportunities. Maintain requirements traceability from business requirements through design, configuration, testing, and delivery. Work closely with ServiceNow Solution Architects, Developers, Administrators, and Functional Consultants. Support ServiceNow configuration by clarifying business rules, workflows, requirements, and expected outcomes. Support User Acceptance Testing (UAT) planning, test scenarios, execution, defect management, and business validation. Validate delivered functionality against agreed requirements and acceptance criteria. Support the design and validation of ServiceNow reports and dashboards. Ensure business and functional analysis deliverables follow platform standards and best practices. Support implementation, deployment, go-live, and post-go-live activities. Facilitate communication between business and technical teams throughout the delivery lifecycle. Support issue resolution, change requests, and continuous process improvement.