Apptad ServiceNow Business Analyst

Role - ServiceNow Business Analyst

Location Charlotte NC USA Onsite

JD

Role Summary:

The ServiceNow Business Analyst acts as a bridge between business stakeholders and technical teams.

Key Responsibilities:

Gather analyze and document business requirements for ServiceNow initiatives (BAU and enhancements)

Translate requirements into clear user stories acceptance criteria and functional specifications

Work with stakeholders to prioritize backlog items and manage scope expectations

Participate in sprint planning backlog grooming demos and retrospectives

Support UAT planning execution defect triage and sign off

Maintain documentation: BRDs user stories process flows SOPs training materials

ServiceNow Technical & Platform Responsibilities

Possess hands on understanding of ServiceNow platform architecture

Understand how requirements map to:

o Tables fields relationships

o Forms views UI policies

o Workflows vs Flow Designer

o Business Rules Client Scripts Script Includes (conceptual level)

o Convert Business requirements to Functional Requirement documentation and collaborate with Dev/Lead Devs for Technical Design documentation.

Design requirements that align with out of the box capabilities before customization

Understand RITM SCTASK lifecycle fulfillment models approvals and SLAs

Review and validate technical solution approaches proposed by developers

Identify technical impacts dependencies and risks early in the lifecycle

Ensure requirements are upgrade safe scalable and maintainable

Support data related discussions (imports CMDB impacts integrations conceptual)

Collaboration & Governance

Act as a single point of contact between business and technical teams

Work closely with:

o ServiceNow Developers

o Lead Developer / Architect

o Product Owners / Scrum Master

Help enforce BAU vs Project scope boundaries

Participate in release planning and post release validation

Support leadership with status updates risks and dependency tracking

Required Skills & Experience

Core Experience

6 10 years of experience as a Business Analyst with ServiceNow focus

Strong experience in Agile / Scrum delivery models

Excellent stakeholder communication and documentation skills

Experience working with US based customers / stakeholders preferred

ServiceNow Technical Knowledge (Must Have)

Strong understanding of ServiceNow core platform concepts

Functional knowledge of:

o ITSM (Incident Problem Change)

o Asset (HAM and SAM)

o CMDB

o Service Catalog & Request Fulfillment

o Application Portfolio Management

o Business Continuity Management

o SecOps (SIR and VR)

o Knowledge Management

o CMDB (conceptual understanding)

Ability to read and understand:

o User stories vs technical tasks

o Configuration vs customization

Awareness of integrations (REST MID Server conceptual)

Comfortable working with developers on technical feasibility discussions

Required Skills & Experience:

6 10 years of ServiceNow Business Analyst experience

Strong ITIL and ServiceNow platform knowledge

Agile/Scrum delivery experience

Strong stakeholder communication skills