ServiceNow - ServiceNow - BA - Senior

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Functional Consultant / Business Analyst HRSD/IRM/ITOM/SPM

The ServiceNow Business Analyst will lead the analysis, design, and enhancement of ServiceNow solutions across ITSM, HRSD, IRM, ITOM, CMDB, Discovery, SPM, and integrations. This role demands a strategic mindset, strong process orientation, and the ability to independently drive client engagements. The candidate should be a self-starter who can work without supervision, manage and lead cross-functional discussions, and deliver impactful outcomes through ServiceNow platform capabilities.

Key Deliverables:

• Lead stakeholder engagements to gather, assess, and document business requirements across ITSM, HRSD, IRM, ITOM, CMDB, Discovery, SPM, GRC and integrations.
• Manage and drive process design workshops, business assessments, and strategy definition sessions to align ServiceNow capabilities with business goals.
• Work closely with technical teams to design, document, and validate scalable solutions that meet business needs and strategic objectives.
• Translate business and functional requirements into actionable technical specifications to support development and configuration.
• Analyse and document As-Is processes; lead efforts to design and reengineer To-Be processes for improved efficiency and alignment.
• Lead coordination between client stakeholders and development teams to ensure clarity, alignment, and sign-off of requirements.
• Manage and support User Acceptance Testing (UAT), ensuring business scenarios are validated and feedback is incorporated.
• Develop and contribute to the creation of training materials, job aids, and enablement content to support solution adoption.
• Deliver ServiceNow platform demos and walkthroughs to clients, showcasing capabilities and proposed solutions.

Desired Experience:

• Bachelor’s degree in a relevant field required.
• Must be CSA certified.
• CIS certifications in ITSM, HRSD, or IRM are a plus.
• 6+ years of overall experience, with at least 3-4 years of hands-on ServiceNow experience.
• Proven experience in ITSM, HRSD, IRM, CMDB/ITOM, and SPM modules.
• Strong background in business process design, assessment, and reengineering.
• Experience in IT Service Management processes and tools.
• Exposure to pre-sales activities and client solutioning is desirable.
• Familiarity with agile methodologies and product management practices.
• Demonstrated ability to lead presentations, training sessions, and client workshops.
• Strong communication skills, both written and verbal with the ability to influence and drive conversations.
• Ability to work independently and take ownership of deliverables.
• Demonstrated leadership, integrity, and strategic thinking.

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