We are looking for a detail-oriented and proactive Senior ServiceNow Business Analyst with expertise in IT Service Management (ITSM) and Strategic Portfolio Management (SPM). This role involves managing requirements throughout the project lifecycle, from ideation to post-implementation, ensuring that business needs and technical requirements are effectively translated into solutions within the ServiceNow platform. The focus will be on leveraging out-of-the-box functionalities to optimize ITSM and SPM processes while enhancing the overall utilization of the platform.

Work closely with stakeholders to gather, analyze, and document business requirements related to ITSM and SPM.

Design, configure, and implement ServiceNow solutions to align with business objectives.

Conduct testing and validation to ensure functionality and accuracy of implemented solutions.

Develop and maintain documentation related to ServiceNow configurations, processes, and best practices.

Support training and knowledge transfer activities for end users and internal teams.

Stay up to date with industry trends, best practices, and new ServiceNow releases to drive continuous improvement.

Provide expertise on key ServiceNow capabilities, including Incident Management, Change Management, Problem Management, Event Management, Release Management, Service Catalog, CSDM, and Reporting.

Bachelor's degree in Computer Science, Information Technology, or a related field.

Minimum of 5 years of experience as a Business Analyst or in a similar role.

At least 5 years of hands-on experience with ServiceNow, focusing on ITSM and SPM.

Strong analytical skills to interpret business needs and translate them into technical requirements.

Experience configuring ServiceNow solutions while ensuring alignment with best practices.

Strong understanding of IT resources, configuration management, and data analysis.

Excellent communication skills to collaborate with cross-functional teams and explain technical concepts clearly.

Ability to manage multiple tasks and priorities in a dynamic environment.

Problem-solving and troubleshooting skills.

Technical documentation experience.

Familiarity with ITIL framework and Agile methodologies is a plus.

ServiceNow Certified System Administrator (CSA)

ServiceNow Implementation Specialist

ITIL v4 Certification