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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.