Business Analyst - ServiceNow

Job Description:

- Experience with requirement gathering, understanding customer needs, and designing processes aligned with client expectations and ITIL best practices.

About the Role:

- Experienced in using Agile methodologies to implement and manage projects effectively.

Responsibilities:

Hands-on experience in implementing ServiceNow for ITSM and ITBM modules including:

- Incident Management

- Change Management

- Problem Management

- Service Request Management

- Project Management

- Service Portal

- Workflow configuration

- Proficient in developing and maintaining essential project documentation such as process flows, presentations, Sprint Planning, and Project Planning artifacts.

- Strong ability to analyse and write User Stories based on Business Requirement Documents (BRDs) and Functional Requirement Documents (FRDs).

- Experienced in Sprint planning, designing and dividing user stories based on detailed requirement analysis.

- Ensures ITSM tool configurations (specifically in ServiceNow) are aligned with the Functional Requirement Specifications (FRS).

- Good understanding of Software Development Life Cycle (SDLC) methodologies, including both Waterfall and Agile frameworks.

- Expertise in gathering, analysing, and documenting business requirements, and preparing comprehensive BRDs and FRSs.

- Effectively coordinates with stakeholders to translate business needs into actionable project plans.

- Strong in time management and consistent communication, providing regular updates to both customers and internal teams.