We are seeking an experienced ServiceNow ITSM Business Analyst with strong functional expertise in ITSM and ITIL best practices. The ideal candidate will work closely with customers to understand business needs, identify pain points, perform gap analysis, and drive enhancements across the ServiceNow ITSM platform. This role requires strong stakeholder engagement skills, end-to-end requirement ownership, and the ability to translate business needs into effective ServiceNow solutions with a focus on usability and value realization.
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Key Responsibilities:
- Direct customer interaction for requirement gathering and analysis
- Pain point identification, gap analysis, and enhancement recommendations
- Drive ITSM process standardization, optimization, and automation
- Functional expertise in ServiceNow ITSM
- Service Catalog design, categorization, and prioritization
- UX/usability requirement collection for end users
- Create Business Requirement Documents (BRD), Functional Specification Documents (FSD), user stories, and acceptance criteria
- Support Agile delivery, User Acceptance Testing (UAT), and go-live activities
Required Skills:
- 8+ years as ServiceNow ITSM Business Analyst
- Strong ITSM & ITIL functional knowledge
- Excellent stakeholder and customer-facing skills
- Experience with ServiceNow ITSM requirements, Service Catalog, and UX requirements
- Strong documentation and communication skills
Good to have:
- BMC Remedy to ServiceNow ITSM migration experience
About Us:
The company is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 50 years. The company offers a consulting-led, cognitive powered, integrated portfolio of business, technology and engineering services and solutions. This is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development. A part of the Tata group, India's largest multinational business group, the company has over 616,171 of the world’s best-trained consultants with 157 nationalities in 53 countries.
Location: Riyadh, Saudi Arabia
Job Type: Full-time
Work Conditions: On-site
Application Deadline: May 21, 2026
