ServiceNow Business Analyst – ITSM

As a ServiceNow Business Analyst – ITSM at DXC Technology, you will be responsible for gathering, analyzing, and documenting business requirements for ITSM processes using ServiceNow. Your key responsibilities will include collaborating with stakeholders to identify business challenges and opportunities for improvement; translating business needs into detailed functional and technical requirements; working closely with ServiceNow developers and administrators to ensure solutions meet business objectives; assisting in configuring and testing ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, etc.); conducting workshops and stakeholder interviews to validate requirements and design decisions; supporting user acceptance testing (UAT), training, and deployment activities; providing post-implementation support and continuous improvement recommendations; developing process documentation, user stories, use cases, and workflow diagrams; and ensuring compliance with governance, best practices, and organizational standards.

Location: Dubai, Dubai, United Arab Emirates
Job Type: Full-time

Qualifications:

• Experience working in large-scale ServiceNow implementations.
• Familiarity with reporting and dashboarding in ServiceNow.
• Experience with integration of ServiceNow with other platforms/tools.
• Ability to work independently and as part of a cross-functional team.

Work Environment:
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Note:

Be wary of recruitment fraud schemes. DXC Technology does not make offers of employment via social media and never asks for any fees or payments from applicants during the recruitment process.