BSA – ITSM

• Gather, analyze, and document business requirements for ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management
• Conduct stakeholder interviews, workshops, and requirement-gathering sessions
• Identify process improvement opportunities
• Translate business requirements into functional specifications, user stories, acceptance criteria, and process flow diagrams
• Collaborate with ServiceNow developers, architects, and technical teams to ensure effective implementation
• Analyze ITSM processes and recommend improvements aligned with ITIL best practices
• Support configuration and implementation of ServiceNow ITSM solutions
• Prepare and maintain BRDs, functional specifications, process documentation, and project artifacts
• Participate in backlog grooming, sprint planning, and Agile ceremonies
• Develop and execute functional test scenarios and support User Acceptance Testing (UAT)
• Validate test results and coordinate defect resolution
• Manage stakeholder expectations, communicate project updates, and facilitate issue resolution
• Support change management, user training, and post-implementation activities

• 4+ years of experience preferred
• Strong experience as a Business Analyst in ServiceNow ITSM implementations or enhancement projects
• Good understanding of ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management
• Strong knowledge of ITIL processes and IT Service Management best practices
• Experience in requirement gathering, stakeholder management, business process analysis, and functional documentation
• Proficiency in preparing BRDs, functional specifications, user stories, acceptance criteria, and process flow diagrams
• Experience working with ServiceNow developers and technical teams to translate business requirements into functional solutions
• Hands-on experience with Agile methodologies, Scrum practices, sprint planning, and backlog management
• Experience in functional testing, UAT coordination, defect tracking, and requirement validation
• Excellent analytical, problem-solving, communication, and presentation skills
• Ability to manage multiple priorities, work independently, and collaborate effectively with cross-functional teams
• ServiceNow certifications such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) are preferred
• Experience with ServiceNow reporting, dashboards, workflow analysis, and process optimization is an added advantage
• Second position needs some knowledge in SPM

• Remote work arrangement