Primary Responsibilities:

• Requirements Gathering: Collaborate with stakeholders to identify and document business needs and requirements related to ServiceNow implementations and enhancements.
• Process Mapping: Analyze current business processes and workflows; identify areas for improvement and automation within ServiceNow.
• Solution Design: Work with technical teams to translate business requirements into functional specifications and assist in the design of ServiceNow solutions.
• Testing and Validation: Develop test plans and conduct testing to ensure that ServiceNow applications meet business requirements and perform effectively.
• User Training and Support: Provide training and support to end-users and stakeholders to maximize the effective use of the ServiceNow platform.
• Documentation: Create and maintain documentation, including process flows, user manuals, and training materials.
• Stakeholder Engagement: Act as a liaison between IT and business units to facilitate communication and ensure alignment on ServiceNow initiatives.
• Continuous Improvement: Monitor and analyze performance metrics, recommend enhancements, and contribute to ongoing improvements in ServiceNow processes.
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Qualifications:

• Bachelor's degree in business administration, Information Technology, or a related field.
• Proven experience as a Business Analyst, preferably with ServiceNow.
• Strong understanding of IT service management (ITSM) principles and best practices.
• Excellent analytical, problem-solving, and organizational skills.
• Proficient in documenting business requirements and creating functional specifications.
• Experience with ServiceNow modules (e.g., Incident Management, Change Management, Problem Management) is a plus.
• Strong communication skills and the ability to work effectively with cross-functional teams.
• Familiarity with Agile methodologies is advantageous.
• ServiceNow Certified System Administrator or Business Analyst certification.
• Experience with data analysis and reporting tools.
• Knowledge of ITIL framework and practices.