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Job Responsibilities:

• Requirements Gathering: Collaborate with stakeholders, including business users, IT teams, and subject matter experts, to gather and document business requirements related to ServiceNow applications and modules, with a strong emphasis on ITIL processes.
• ITIL Process Alignment: Analyze existing business processes and workflows, and ensure they align with ITIL best practices while identifying opportunities for process improvement.
• Functional Specifications: Create clear and detailed functional specifications for ServiceNow configurations, customizations, and integrations, taking into consideration ITIL guidelines.
• Solution Design: Work closely with ServiceNow developers and architects to design solutions that adhere to ITIL principles while addressing business needs.
• Data Analysis: Analyze data requirements for ServiceNow applications, including data sources, data mappings, and data transformations, with a focus on maintaining accurate and relevant ITIL-related data.
• User Experience (UX) Design: Collaborate with UX designers to ensure intuitive and user-friendly interfaces for ServiceNow applications, keeping in mind ITIL user experience requirements.
• Documentation: Prepare comprehensive documentation, including user stories, use cases, process flows, and requirements traceability matrices, with specific attention to ITIL processes.
• Change Management: Assist in change management activities, including impact analysis, stakeholder communication, and user training, while considering ITIL change management principles.
• Testing Support: Collaborate with QA analysts to ensure that testing aligns with the defined requirements, including ITIL-related test scenarios and validation of ITIL process adherence.
• Continuous Improvement: Stay up-to-date with ServiceNow releases, features, ITIL guidelines, and best practices to continuously enhance your knowledge and contribute to process improvements.

Requirements:

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field.
• Proven experience as a Business Analyst with specific experience in ServiceNow implementations and ITIL processes.
• In-depth understanding of IT Service Management (ITSM) processes, ITIL framework, and ServiceNow platform capabilities.
• Strong analytical and problem-solving skills with the ability to translate business needs into technical requirements with an ITIL focus.
• Excellent written and verbal communication skills to effectively interact with stakeholders and technical teams.
• Experience in process analysis, requirement gathering, and functional specifications creation with a focus on ITIL alignment.
• Familiarity with Agile methodologies and the ability to work in Agile/Scrum environments.
• ServiceNow certifications related to Business Analysis or IT Service Management are desirable.
• ITIL Foundation certification or higher level ITIL certifications are preferred.
• Strong organizational skills and attention to detail to ensure accuracy and completeness of documentation.
• Ability to work collaboratively in a team environment and manage multiple priorities effectively.