Business Analyst

Business Analyst

Role Summary

Act as the senior business analysis lead for the ServiceNow CSDM-aligned re-platforming program translating business requirements into structured delivery artefacts across discovery design build testing and rollout.

Drive current-state assessment conversations covering CMDB Discovery Service Mapping integrations customisations and process maturity so that the target-state design is grounded in operational reality.

Own the requirement lifecycle for in-scope ITSM ITOM CMDB and service model outcomes ensuring requirements remain traceable from workshop discussions through sprint execution and acceptance.

Provide high-level analytical leadership by challenging ambiguity resolving requirement conflicts and guiding stakeholders toward decisions that preserve delivery quality and target-state simplicity.

Work closely with architects project managers developers testers and training teams so that business intent technical implementation and adoption expectations remain aligned throughout the program.

Key Responsibilities

Lead discovery workshops for CSDM target modelling service taxonomy CMDB data structure expectations and process enablement requirements across incident problem change request and related service operations areas.

Convert assessment outcomes and stakeholder discussions into high-quality user stories process notes acceptance inputs and requirement artefacts that support sprint-based delivery and formal sign-off.

Facilitate workshops related to catalog rationalisation knowledge governance process changes and service ownership expectations so the target design supports both platform efficiency and operational usability.

Support UAT planning and validation by clarifying business scenarios ensuring coverage of critical outcomes and helping stakeholders assess whether implemented functionality meets approved requirements.

Maintain requirement governance by tracking dependencies decision points requirement changes and unresolved business gaps that could affect timeline quality or deliverable acceptance.

Must-to-Have Skills

Strong experience as a senior business analyst on enterprise service management or platform transformation programs ideally covering requirement leadership rather than documentation-only support.

Deep understanding of ITSM operating concepts and working knowledge of CSDM CMDB service modelling service ownership and the business implications of configuration and data quality decisions.

Ability to lead workshops independently decompose complex requirements into sprint-ready stories and define success criteria that can be validated during SIT UAT and cutover readiness reviews.

Strong stakeholder management capability across business owners process owners architects developers and delivery leadership with confidence to challenge assumptions constructively.

Excellent traceability discipline to connect requirements design approvals testing evidence training content and final sign-off outcomes across a governed delivery lifecycle.

Good-to-Have Skills

senior onshore-facing analyst roles where stakeholder workshops requirement approvals and program decision forums are part of the day-to-day role.

Exposure to catalog strategy knowledge management process rationalisation change enablement or reporting/KPI alignment in ServiceNow-led transformation programs.

Familiarity with agile sprint planning backlog refinement requirement prioritisation and iterative design refinement in enterprise implementation programs.

Awareness of how data security VDI-based access and regulated delivery practices affect requirement definition and design choices in cross-border projects.

Ability to support proposal clarifications resource planning inputs or JD-to-role mapping discussions where business capability expectations must be clearly articulated.

Qualifications & Certifications

Bachelors degree in Business Information Systems Engineering Computer Science or an equivalent discipline relevant to technology delivery and process transformation.

10 years of experience in business analysis service transformation or enterprise platform delivery with clear evidence of leading requirement workstreams in complex programs.

ITIL Foundation is highly desirable to strengthen alignment with ITSM processes service ownership concepts and operational governance expectations.

Professional training or certifications in business analysis agile delivery product ownership support or ServiceNow-related domains are advantageous.

Prior experience supporting customer-facing governance documented approvals and acceptance-based delivery in large implementation programs is strongly preferred.

Soft Skills

Excellent facilitation skills with the ability to run structured workshops synthesize varied stakeholder input and drive decisions without losing momentum.

Strong written and verbal communication especially for requirement packs process notes workshop outputs acceptance inputs and stakeholder summaries.

High analytical maturity with the ability to identify gaps contradictions downstream impacts and risk areas early in the lifecycle.

Confidence and diplomacy in senior stakeholder interactions including the ability to challenge unclear inputs while preserving trust and alignment.

Strong ownership mindset with the discipline to maintain clarity consistency and requirement integrity from discovery through go-live and handover.