Software Engineer

We are seeking a structured, analytical, and highly collaborative ServiceNow Business Analyst with 3 to 5 years of experience to join our platform team. In this role, you will act as the vital bridge between business stakeholders and our technical ServiceNow development team. You will be responsible for gathering complex business requirements, translating them into crisp technical user stories, and ensuring that newly deployed features drive operational efficiency. This role is ideal for a process-minded analyst who possesses a solid functional understanding of the ServiceNow platform and thrives in an Agile delivery framework.

Core Responsibilities

Requirements Elicitation & Analysis: Partner with business process owners and global stakeholders to lead workshops, map current-state "as-is" processes, and define optimized "to-be" workflows.

User Story & Technical Mapping: Translate vague business requests into highly detailed, technical user stories complete with explicit acceptance criteria (Given-When-Then format) for developers.

Platform Alignment: Evaluate incoming requests against standard ServiceNow features to advocate for out-of-the-box (OOTB) functionality over custom configurations, maintaining platform upgradability.

Agile Backlog Management: Maintain, prioritize, and groom the product backlog using project management tools like Jira or ServiceNow Agile 2.0, working closely with the Product Owner.

User Acceptance Testing (UAT): Design comprehensive UAT test scripts, coordinate validation testing cycles with business users, and perform initial functional smoke tests on staging environments.

Change Management & Enablement: Create user training guides, maintain knowledge base documentation, and conduct feature walkthroughs to ensure smooth user adoption of new platform capabilities.

3–5 years of dedicated experience as a Business Analyst, with a minimum of 2 years focusing specifically on the ServiceNow platform (ITSM module exposure is mandatory; ITOM, HRSD, or SPM is a plus).

Strong configuration-level understanding of ServiceNow elements (e.g., Service Portal, Service Catalog, Form Layouts, SLAs, and Workflow routing).

Deep proficiency using Agile tools such as Jira, Confluence, Miro, or ServiceNow Agile Applications for requirement tracing.

Familiarity with the Common Service Data Model (CSDM) framework and foundational ITIL processes.