ServiceNow BA

Roles & Responsibilities

• Gather, analyze, and document business and functional requirements.
• Conduct workshops with stakeholders to understand business needs.
• Translate business requirements into Functional Requirement Documents (FRD), User Stories, and Acceptance Criteria.
• Work with ServiceNow developers to implement solutions.
• Configure and support ITSM processes based on ITIL best practices.
• Perform gap analysis between current and future-state processes.
• Facilitate UAT planning, execution, and defect management.
• Create workflow diagrams, process documentation, and SOPs.
• Coordinate with project managers and technical teams throughout the SDLC.
• Support ServiceNow upgrades and enhancement projects.
• Ensure solutions comply with governance and security standards.
• Assist in change management and user adoption activities.
• Prepare dashboards, reports, and KPIs for stakeholders.
• Conduct knowledge transfer sessions and end-user training.