ServiceNow Business Analyst 

Experience Level - 3+ years of experience

Job Location: Riyadh, Saudi Arabia onsite

Immediate joiner or someone who can join us within 15 to 30 days is preferred.

Job Overview:

We are seeking a skilled and experienced ServiceNow Business Analyst with a strong background in IT Service Management (ITSM) and ServiceNow platform solutions. The ideal candidate will have at least 3 years of experience in analysing business requirements, mapping them to ServiceNow capabilities, and delivering effective solutions for service management processes in a dynamic and fast-paced environment.

Key Responsibilities:

• Business Requirement Analysis: Engage with stakeholders to gather, analyse, and document business requirements for ServiceNow implementations and enhancements.
• Solution Design & Configuration: Collaborate with technical teams to translate business requirements into detailed functional specifications. Provide insights into ServiceNow configurations, workflows, and processes.
• Process Improvement: Identify and recommend process improvements within ITSM, ITOM, and other ServiceNow modules.
• User Stories & Documentation: Create and maintain user stories, functional specifications, and use case documentation for ServiceNow implementations.
• Collaboration & Communication: Work closely with developers, testers, project managers, and other stakeholders to ensure alignment between business needs and technical solutions.
• Training & Support: Assist in training end-users on new features and functionalities in the ServiceNow platform. Provide ongoing user support as needed.
• Change Management: Support change management processes related to ServiceNow, including testing, deployments, and issue resolution.

Key Skills and Qualifications:

• Experience: Minimum 3 years of experience as a Business Analyst working with ServiceNow, specifically in ITSM or related modules (Incident, Change, Problem, Request Management, etc.).
• ServiceNow Knowledge: Strong understanding of the ServiceNow platform, including workflows, service catalogs, reporting, and automation.
• Certifications: ServiceNow Certified System Administrator (CSA) is a plus. Additional certifications in ITIL (ITIL Foundation) or other relevant ServiceNow modules are highly desirable.
• Business Process Knowledge: Expertise in ITIL-based service management processes and best practices.
• Technical Proficiency: Familiarity with ServiceNow configuration and basic scripting (JavaScript, Business Rules, UI Policies, etc.) is a plus, though not mandatory.
• Communication: Excellent communication and interpersonal skills to work with technical teams and non-technical stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills with the ability to think critically and creatively.