Business Analyst - Servicenow ITSM

Job Summary

The Business Analyst - ServiceNow ITSM will play a critical role in analyzing business needs and translating them into technical requirements within the ServiceNow platform. This position aims to enhance the efficiency and effectiveness of IT service management processes, contributing to the organization's overall success.

Responsibilities

• Gather and analyze business requirements related to IT service management.
• Collaborate with stakeholders to identify pain points and areas for improvement in existing processes.
• Design and optimize workflows within the ServiceNow ITSM module.
• Facilitate user acceptance testing and ensure solutions meet business needs.
• Provide training and support to users on ServiceNow functionalities.
• Create documentation for processes, including user guides and requirement specifications.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Strong understanding of IT service management processes and best practices.
• Proficiency in the ServiceNow platform, especially ITSM modules.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively in a team-oriented environment.
• Familiarity with Agile methodology is a plus.
• ITIL certification is preferred but not required.

Preferred Skills

• Experience with data analysis and visualization tools.
• Knowledge of other ServiceNow modules (e.g., ITAM, CSM).
• Prior experience in a business analyst or similar role.

Experience

• Minimum of 3-5 years of relevant experience in business analysis or IT service management.

Environment

• Work is typically conducted in an office setting, with options for remote work or hybrid arrangements depending on company policy.