Business Analyst

1. Business Requirements Gathering Analysis (Greenfield-Specific)Conduct end-to-end discovery sessions with business stakeholders IT service desk teams department SMEs and executive leaders to document current state processes and define future state workflows for the new ServiceNow instance (no legacy process carryover unless approved)Identify business pain points service gaps and efficiency opportunities to tailor the ServiceNow platform to organizational needs avoiding customizations that hinder platform maintainabilityDefine clear concise and testable functional and non-functional requirements for core ServiceNow modules (ITSM Service Catalog Incident Problem Change Knowledge Management SPM etc.) and any custom workflowsPrioritize requirements based on business value urgency and implementation feasibility for the greenfield build develop a requirements traceability matrix (RTM) to track alignment with project scope and deliverables2. Requirements Documentation Design SupportCreate comprehensive requirement documents process flow diagrams use cases user stories and wireframes for the ServiceNow platform ensure all documentation is clear for technical developers and stakeholdersCollaborate with ServiceNow technical architects and developers to translate business requirements into configurable platform solutions advise on out-of-box (OOB) ServiceNow functionality vs. low-codecustom development for greenfield buildsLead design workshops and secure formal sign-off from stakeholders on future state process designs and requirement baselines before build phase beginsSupport the development of ServiceNow service catalog items request workflows and knowledge articles tailored to end-user needs3. Testing Validation UAT CoordinationDevelop detailed test plans test cases and test scripts for UAT functional testing and regression testing of the new ServiceNow instanceCoordinate UAT activities with end-user SMEs facilitate testing sessions track defects and validate defect resolution to ensure all configured features meet business requirements. Perform requirement validation throughout the build phase to confirm the technical solution aligns with documented business needs address gaps or misconfigurations proactivelyObtain final user acceptance sign-off before production deployment4. Stakeholder Engagement Change Management SupportAct as the primary liaison between business teams and the technical implementation team resolve requirements-related questions and mediate misalignmentsSupport change management and user adoption activities for the greenfield launch including developing training materials job aids and process guides for end-users and service desk agentsGather post-implementation feedback identify user adoption barriers and recommend adjustments to workflows or training to optimize platform usage