ServiceNow Business Analyst

About the Role

Synechron is seeking an experienced ServiceNow Business Analyst to join its team in Riyadh, Saudi Arabia. This full-time role involves working closely with clients to understand their business needs, providing strategic guidance, and leading project teams to implement effective ServiceNow solutions. The ideal candidate will have a strong background in IT service management and a proven track record of successful implementations and optimizations for clients.

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 and 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, addressing 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 appropriate User Acceptance Testing (UAT) has been created and implemented, including training sessions for end-users to ensure successful implementation of ServiceNow solutions.
• Ensure the team collaborates 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.

Required Skills

• Excellent analytical and problem-solving skills, with the ability to translate complex requirements into actionable solutions.
• Excellent communication and interpersonal skills, enabling effective collaboration with diverse technical and non-technical teams.
• Ability to work collaboratively in a team environment and adapt to changing client needs.
• ServiceNow certifications (*, CSA, CAD) are preferable.
• Agile methodology qualifications are preferable.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, offering an opportunity to work with a growing team and diverse clients on ServiceNow initiatives.