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• No of position :- ( 1 )

• Post :- 26th Sep 2023

Position Overview:
We are seeking a skilled and motivated ServiceNow Business Analyst with ITIL experience to
join our team. The ServiceNow BA will play a critical role in understanding business needs
and translating them into functional requirements and solutions within the ServiceNow
platform, with a focus on aligning processes with ITIL best practices. The ideal candidate will
have a strong business acumen, excellent communication skills, and a deep understanding
of ServiceNow capabilities and ITIL framework. As a ServiceNow Business Analyst, you will
work closely with stakeholders, development teams, and other IT functions to ensure
successful ServiceNow implementations that adhere to ITIL principles and meet business
objectives.
Responsibilities:
1. Requirements Gathering: Collaborate with stakeholders, including business users, IT
teams, and subject matter experts, to gather and document business requirements related
to ServiceNow applications and modules, with a strong emphasis on ITIL processes.
2. ITIL Process Alignment: Analyze existing business processes and workflows, and ensure
they align with ITIL best practices while identifying opportunities for process improvement.
3. Functional Specifications: Create clear and detailed functional specifications for
ServiceNow configurations, customizations, and integrations, taking into consideration ITIL
guidelines.
4. Solution Design: Work closely with ServiceNow developers and architects to design
solutions that adhere to ITIL principles while addressing business needs.
5. Data Analysis: Analyze data requirements for ServiceNow applications, including data
sources, data mappings, and data transformations, with a focus on maintaining accurate and
relevant ITIL-related data.
6. User Experience (UX) Design: Collaborate with UX designers to ensure intuitive and user-
friendly interfaces for ServiceNow applications, keeping in mind ITIL user experience
requirements.
7. Documentation: Prepare comprehensive documentation, including user stories, use
cases, process flows, and requirements traceability matrices, with specific attention to ITIL
processes.
8. Change Management: Assist in change management activities, including impact analysis,
stakeholder communication, and user training, while considering ITIL change management
principles.

9. Testing Support: Collaborate with QA analysts to ensure that testing aligns with the
defined requirements, including ITIL-related test scenarios and validation of ITIL process
adherence.
10. Continuous Improvement: Stay up-to-date with ServiceNow releases, features, ITIL
guidelines, and best practices to continuously enhance your knowledge and contribute to
process improvements.
Requirements:
- Bachelor's degree in Business Administration, Computer Science, Information Technology,
or related field.
- Proven experience as a Business Analyst with specific experience in ServiceNow
implementations and ITIL processes.
- In-depth understanding of IT Service Management (ITSM) processes, ITIL framework, and
ServiceNow platform capabilities.
- Strong analytical and problem-solving skills with the ability to translate business needs into
technical requirements with an ITIL focus.
- Excellent written and verbal communication skills to effectively interact with stakeholders
and technical teams.
- Experience in process analysis, requirement gathering, and functional specifications
creation with a focus on ITIL alignment.
- Familiarity with Agile methodologies and the ability to work in Agile/Scrum environments.
- ServiceNow certifications related to Business Analysis or IT Service Management are
desirable.
- ITIL Foundation certification or higher level ITIL certifications are preferred.
- Strong organizational skills and attention to detail to ensure accuracy and completeness of
documentation.
- Ability to work collaboratively in a team environment and manage multiple priorities
effectively.