Evaluate enhancement requests to determine feasibility and alignment with business goals

Facilitate Demand/Process Review Board meetings by presenting business systems impact analysis and ensuring enhancement requests are ready for prioritization

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

Map current and future-state business processes to identify areas for improvement and optimization

Analyze data to uncover trends and insights that support informed decision-making and enhance processes

Develop use cases, user stories, and acceptance criteria to ensure product features meet business requirements

Coordinate and participate in user acceptance testing (UAT) efforts to ensure developed solutions meet quality standards and business needs

Assist in managing the impact of changes on business processes, systems, and organizational structure

Act as a liaison between business stakeholders, technical teams, and product management to ensure effective communication and keep stakeholders informed of progress

Create reports and dashboards to convey key performance metrics and support data-driven decision-making

Identify and implement process improvements and automation opportunities in collaboration with cross-functional teams

Maintain detailed and accurate documentation of requirements, processes, and changes

At least 3 years of experience as a Business Analyst in IT or related fields, with a demonstrated ability to gather and document business requirements

Familiarity with the ServiceNow platform and its capabilities

Proficiency in requirements elicitation techniques such as interviews, surveys, workshops, and use case development

Experience in documenting and improving business processes using tools like flowcharts or BPMN

Strong analytical skills with the ability to work with data to derive meaningful insights for decision-making and process enhancement

Understanding of system integrations and the ability to assess their impact on business processes and requirements

Excellent communication and interpersonal skills, with the ability to translate technical concepts for non-technical stakeholders

Experience in user acceptance testing and quality assurance processes to ensure solutions meet business needs

Proficiency in English (B2+ level or higher) with experience in client-facing communications to gather requirements and provide updates