Assess enhancement requests to determine their feasibility and alignment with organizational goals

Lead discussions during Demand/Process Review Board meetings by presenting analyses of business systems impacts and ensuring requests are prepared for prioritization

Collaborate with stakeholders, process owners, and requesters to gather detailed requirements for ServiceNow products such as ITAM, ITSM, ITOM, and others

Document current and future-state business workflows, identifying areas for refinement and optimization

Analyze datasets to uncover trends and valuable insights that can guide decision-making and enhance processes

Develop detailed use cases, user stories, and acceptance criteria to ensure product features align with business needs

Organize and participate in user acceptance testing (UAT) to verify that solutions meet quality standards and business expectations

Support efforts to manage changes to business processes, systems, and organizational structures

Serve as a liaison between technical teams, product management, and business stakeholders to facilitate clear communication and keep stakeholders updated

Build dashboards and reports to highlight key metrics and support data-driven decisions

Work with cross-functional teams to identify opportunities for process automation and improvement

Keep thorough and accurate documentation of requirements, workflows, and system changes

A minimum of 5 years of experience as a Business Analyst in IT or related fields, with demonstrated expertise in gathering and documenting requirements

At least 1 year of experience leading and managing development teams

Familiarity with the ServiceNow platform and its functionalities

Proficiency in using techniques such as interviews, surveys, workshops, and use cases to gather requirements effectively

Experience in documenting and enhancing business workflows using tools like flowcharts or BPMN

Strong analytical skills with the ability to interpret data and extract meaningful insights for process improvement

Solid understanding of system integrations and the ability to evaluate their impact on workflows and requirements

Exceptional communication skills and the ability to simplify technical concepts for non-technical audiences

Hands-on experience with user acceptance testing and quality assurance processes to validate solutions

Proficiency in English (B2+ level or higher), with a proven ability to engage in client-facing communications to gather requirements and provide updates