ServiceNow Business Analyst – ITSM

This full-time position is for a ServiceNow Business Analyst specializing in IT Service Management (ITSM) based in Dubai, United Arab Emirates. The role involves gathering, analyzing, and documenting business requirements for ITSM processes in ServiceNow. Key responsibilities include collaborating with stakeholders to identify challenges and opportunities, translating business needs into functional and technical requirements, and working closely with ServiceNow developers and administrators to ensure solutions align with business objectives. The analyst will assist in configuring and testing various ServiceNow ITSM modules, conduct workshops for requirements validation, and support user acceptance testing, training, and deployment activities. Additionally, the role encompasses post-implementation support, process documentation development, and ensuring compliance with governance and best practices.

Candidates should have experience in large-scale ServiceNow implementations, familiarity with reporting and dashboards within ServiceNow, and knowledge of integrating ServiceNow with other platforms and tools. The ability to work independently and collaboratively within a cross-functional team is essential.

The company promotes strong connections and community within the workplace, valuing in-person collaboration while offering flexibility to support individual work styles and life circumstances, all in pursuit of an inclusive environment where everyone can thrive.