We are seeking an experienced ServiceNow Business Analyst to support enterprise digital transformation initiatives across Customer Service Management (CSM), Integrated Risk Management (IRM), and broader business service processes. The ideal candidate will have deep expertise in analyzing and optimizing business workflows, working closely with stakeholders and implementation teams to ensure the successful delivery of ServiceNow solutions that align with organizational goals.

Roles and Responsibilities

• Gather and analyze business and technical requirements related to customer service, onboarding, risk, and support functions.

• Collaborate with stakeholders and change management teams to understand current state processes and design improved workflows.

• Define and document functional specifications, data models, catalog items, roles, approvals, and workflows.

• Support configuration and customization of the ServiceNow platform (primarily CSM and/or IRM modules).

• Coordinate and support user acceptance testing (UAT) and training efforts.

• Monitor deployments and provide post-implementation support to ensure solution performance.

• Work alongside architecture teams to ensure alignment with enterprise systems and best practices.

Qualifications and Skills

• 5+ years of experience as a Business Analyst working with the ServiceNow platform.

• ServiceNow certifications relevant to CSM and/or IRM.

• Proven ability to gather, document, and translate business requirements into actionable technical solutions.

• Strong communication, stakeholder engagement, and facilitation skills.

• Experience with requirement management tools (e.g., Azure DevOps)

Education

• Bachelor's degree in Business, Information Technology, or a related field.

Nice-to-Haves

• CBCP (Certified Business Continuity Professional) or equivalent certification in business continuity or risk management.

• Experience in public sector or regulated environments.

• Familiarity with ITIL or other service management frameworks.