Service Now Business Analyst

Job SummaryWe are seeking an experienced ServiceNow Business Analyst. The ideal candidate will have strong, hands-on functional expertise across IT / Telecom Service Management (ITSM and TSM), IT Operations Management (ITOM), and Configuration Management Database (CMDB), along with a proven ability to design and deliver actionable reporting and dashboards. This role bridges business stakeholders and the technical development team, translating operational needs into well-defined requirements, process improvements, and platform enhancements that maximize the value of the ServiceNow investment.Key ResponsibilitiesPartner with business and IT stakeholders to gather, document, and prioritize requirements for ServiceNow ITSM/TSM, ITOM, and CMDB initiatives.Translate business requirements into detailed functional specifications, user stories, process flows, and acceptance criteria for the development team.Analyse and optimize core ITSM processes Incident, Problem, Change, Request, Knowledge, and Service Catalog aligned to ITIL best practices.Support ITOM capabilities including Discovery, Service Mapping, and Orchestration to improve infrastructure visibility and operational efficiency.Understanding CMDB concepts, ensuring accurate CI relationships, class modeling, reconciliation rules, and adherence to the Common Service Data Model (CSDM).Design, build, and maintain reports, dashboards, and Performance Analytics (PA) indicators to provide leadership with actionable operational and executive-level insights.Conduct fit-gap analyses, evaluate out-of-the-box functionality versus customization, and recommend scalable, upgrade-safe solutions.Facilitate workshops, process walkthroughs, and UAT sessions with business stakeholders to validate solutions prior to release.Create and maintain business process documentation, functional design documents, test scripts, and training materials.Collaborate with ServiceNow developers, system administrators, and architects to ensure solutions are implemented correctly and meet business intent.Support release management activities including regression testing, defect triage, and post-deployment validation.Monitor platform usage, KPIs, and SLAs; proactively identify trends, risks, and opportunities for continuous improvement.Stay current on new ServiceNow features and releases, assessing applicability to the organisation's roadmap.Required QualificationsBachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).5+ years of experience as a Business Analyst supporting ServiceNow implementations, with strong hands-on experience in ITSM/TSM, ITOM, and CMDB modules.Demonstrated experience with CMDB data modelling, CI relationships, CSDM alignment, and data quality/reconciliation processes.Practical experience with ITOM components such as Discovery, Service Mapping, Event Management, and/or Cloud Management.Strong reporting skills, including building dashboards, Performance Analytics scorecards, and reports using ServiceNow reporting tools.Solid understanding of ITIL v4 framework and processes; ITIL Foundation certification preferred.Experience writing clear business requirements, functional specifications, user stories, and process documentation.Strong analytical, problem-solving, and stakeholder management skills with the ability to communicate effectively across technical and non-technical audiences.Experience participating in Agile/Scrum ceremonies (backlog grooming, sprint planning, UAT) within a ServiceNow delivery team.Preferred QualificationsServiceNow Certified System Administrator (CSA) certification.ServiceNow micro-certifications in ITSM, ITOM, or CMDB (CIS-ITSM, CIS-Discovery, or similar).Experience supporting large-scale enterprise environments with multiple business units or global operations.Core CompetenciesBusiness analysis & requirements elicitationProcess design and continuous improvementReporting, analytics, and data visualizationCross-functional collaboration and stakeholder communicationAttention to detail with a structured, methodical approach to problem-solving