ServiceNow Business Analyst

About the Role

Synechron in Riyadh, Saudi Arabia, is seeking a ServiceNow Business Analyst to join their team. This full-time role is for an experienced professional with a strong background in IT service management, focusing on ServiceNow implementation and optimization for clients. The position involves collaborating closely with clients to understand business needs, providing strategic guidance, and leading project teams to implement effective ServiceNow solutions.

Key Responsibilities

• Collaborate with stakeholders to assess business requirements and translate them into effective ServiceNow solutions.
• Lead the design, configuration, and implementation of ServiceNow applications and modules, including ITSM and ITOM.
• Analyze current business processes to identify opportunities for improvements and automation through ServiceNow.
• Develop and maintain project documentation, including business requirements, functional specifications, and user stories, identifying potential efficiencies and workarounds.
• Provide expert guidance on ITIL processes and best practices, ensuring alignment with ServiceNow capabilities.
• Conduct workshops and training sessions to gather requirements and educate stakeholders on ServiceNow best practices and functionalities.
• Work closely with Senior Developers to ensure requirements are adequately identified and escalated in a timely manner.
• Manage communication between business stakeholders and technical teams and address any challenges that arise.
• Foster strong relationships with clients, acting as a trusted advisor for their ServiceNow initiatives.
• Review the analysis of data requirements to ensure appropriate data models have been designed.
• Review data mapping and transformation requirements for integrations.
• Ensure that test plans and test cases based on project requirements have been created and implemented for comprehensive test coverage.
• Ensure that appropriate user acceptance testing (UAT) has been created and implemented, including training sessions for end-users to ensure successful implementation of ServiceNow solutions.
• Ensure team collaboration with development teams to resolve identified defects and align changes and updates with project deliverables.
• Consolidate key performance indicators (KPIs) related to ServiceNow usage and effectiveness for clear, concise, and impactful client presentations.
• Act as a mentor and coach to junior consultants, providing guidance and support in their professional development.
• Stay current with ServiceNow updates and best practices, recommending enhancements and new features to clients.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• 5-10 years of experience as a Business Analyst, preferably within IT service management consulting, with a focus on ServiceNow implementations.
• Strong understanding of ServiceNow platform capabilities, including modules such as Incident Management, Change Management, Problem Management, and Service Catalog.
• Experience with the ITIL framework and best practices; relevant ITIL certifications are preferable.
• ServiceNow certifications (*, CSA, CAD) are preferable.
• Agile methodology qualifications are preferable.

Required Skills

• Excellent analytical and problem-solving skills, with the ability to translate complex requirements into actionable solutions.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse technical and non-technical teams.
• Ability to work collaboratively in a team environment and adapt to changing client needs.