ServiceNow-Business Analyst-NOW Assist

SNOW(ServiceNow) - Business Analyst - Now Assist

Experience: 5-8 years

A ServiceNow Business Analyst specializing in Now Assist (ServiceNows Generative AI capability) acts as the bridge between business stakeholders and technical teams. Their core focus is identifying how GenAI can automate workflows summarize cases and improve user experiences and then translating those needs into actionable technical designs.

Role Overview:

The ideal candidate merges traditional ServiceNow BA skills (requirements gathering Agile mapping process modeling) with expertise in conversational design AI implementation and Natural Language Processing (NLP).

Key Responsibilities

AI & Now Assist Strategy: Identify use cases where Now Assist can drive value such as resolving incidents summarizing chats or drafting knowledge base articles.
Requirement Gathering: Translate complex business problems into functional specifications user stories and acceptance criteria.
Conversational & AI Design: Design dialogue flows intent structures and fallback strategies for Virtual Agents and Now Assist implementations.
Stakeholder Management: Collaborate with department leaders IT teams and end-users to secure buy-in and align technical delivery with strategic goals.
Testing & Validation: Define QA test scenarios lead User Acceptance Testing (UAT) and ensure AI models provide accurate helpful and compliant responses.
Monitoring & Optimization: Track Key Performance Indicators (KPIs) to measure Now Assist adoption reduce resolution times and refine AI skills.
Essential Qualifications & Skills

Experience:

Overall Business Analysis experience with 5 to 8 years specifically within the ServiceNow ecosystem.

ServiceNow Modules:

Strong foundational knowledge in ITSM (Incident Change Problem) and CSM (Customer Service Management).
AI/Chatbot Competency: Hands-on experience implementing AI-driven chatbots or Virtual Agent platforms.
Now Assist Proficiency: Understanding of Generative AI in ServiceNow prompt engineering basics and workspace integrations.

Methodology:

Proven track record of working in Agile/Scrum environments.

Required Experience:

IC