Service Now Business Analyst
- Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow ITSM and CSM implementations.
- Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs.
- Facilitate workshops and stakeholder meetings to identify process improvement opportunities.
- Support ServiceNow configuration and customization in partnership with technical teams.
- Conduct gap analysis and assess existing ServiceNow capabilities vs. client needs.
- Collaborate with QA teams to define test scenarios and validate functionality.
- Participate in UAT sessions and support go-live activities and post-deployment support.
- Monitor ServiceNow performance and usage, identify enhancement opportunities, and contribute to roadmap planning.
- Stay up to date with new features and capabilities in the ServiceNow platform
- 2–5 years of experience as a ServiceNow projects business analyst
- Strong knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB, etc.).
- Hands-on understanding of ServiceNow CSM (case management, knowledge base, SLAs, customer portals).
- Experience with Agile/Scrum delivery methodologies.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication abilities.
- Experience working with global and cross-functional teams.
- Bachelor’s degree in Computer Science, Information Systems, Business, or related field.
Singapore
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