BSA – ITSM

October 14, 2026

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Job Description:

Gather, analyze, and document business requirements for ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management
Conduct stakeholder interviews, workshops, and requirement-gathering sessions
Identify process improvement opportunities
Translate business requirements into functional specifications, user stories, acceptance criteria, and process flow diagrams
Collaborate with ServiceNow developers, architects, and technical teams to ensure effective implementation
Analyze ITSM processes and recommend improvements aligned with ITIL best practices
Support configuration and implementation of ServiceNow ITSM solutions
Prepare and maintain BRDs, functional specifications, process documentation, and project artifacts
Participate in backlog grooming, sprint planning, and Agile ceremonies
Develop and execute functional test scenarios and support User Acceptance Testing (UAT)
Validate test results and coordinate defect resolution
Manage stakeholder expectations, communicate project updates, and facilitate issue resolution
Support change management, user training, and post-implementation activities

Requirements:

4+ years of experience preferred
Strong experience as a Business Analyst in ServiceNow ITSM implementations or enhancement projects
Good understanding of ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management
Strong knowledge of ITIL processes and IT Service Management best practices
Experience in requirement gathering, stakeholder management, business process analysis, and functional documentation
Proficiency in preparing BRDs, functional specifications, user stories, acceptance criteria, and process flow diagrams
Experience working with ServiceNow developers and technical teams to translate business requirements into functional solutions
Hands-on experience with Agile methodologies, Scrum practices, sprint planning, and backlog management
Experience in functional testing, UAT coordination, defect tracking, and requirement validation
Excellent analytical, problem-solving, communication, and presentation skills
Ability to manage multiple priorities, work independently, and collaborate effectively with cross-functional teams
ServiceNow certifications such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) are preferred
Experience with ServiceNow reporting, dashboards, workflow analysis, and process optimization is an added advantage
Second position needs some knowledge in SPM

Benefits:

Remote work arrangement

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