We are seeking a ServiceNow Business Analyst Lead to support the continuous development and enhancement of ServiceNow platform capabilities across multiple service domains. This role focuses on capturing, shaping, and supporting the delivery of backlog-driven enhancements, working closely with technical teams and stakeholders to translate requirements into implementable ServiceNow solutions. The successful candidate will play a key role in driving structured requirement delivery aligned to ServiceNow capabilities, ensuring clarity, efficiency, and consistency across enhancements.
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Key Responsibilities:
- Gather and document requirements for ServiceNow enhancements across various domains such as ITSM (Incident, Request, Change, etc.), HRSD / Enterprise Services, CSM, and customer-facing processes.
- Translate business requirements into clear user stories, functional specifications, and acceptance criteria aligned to ServiceNow capabilities.
- Support backlog-driven delivery through requirement clarification, prioritization, and continuous alignment with development teams.
- Ensure requirements are technically feasible and clearly understood by developers.
- Collaborate with developers to clarify requirements and validate implemented solutions against business expectations.
- Participate in testing activities, including functional validation and User Acceptance Testing (UAT) coordination.
- Identify process improvement opportunities and support standardization across service domains.
Required Experience & Skills:
- 7+ years of Business Analysis experience with hands-on exposure to the ServiceNow platform.
- Strong understanding of ServiceNow capabilities and modules (ITSM, HRSD, CSM).
- Proven experience with ServiceNow implementations or enhancements and workflow-driven processes.
- Strong method to translate business requirements into ServiceNow-aligned designs.
- Experience with backlog management, agile delivery models, and process mapping.
Preferred / Additional Experience:
- Exposure to multi-module ServiceNow environments and large-scale enterprise platforms.
- Knowledge of integration requirements, API-driven flows, and user experience improvements.
- Certifications: CSA preferred; CBAP or equivalent is a plus.
The company values strong connections and community, prioritizing in-person collaboration with flexibility to support well-being and productivity. They are committed to fostering an inclusive environment where everyone can thrive.
