ServiceNow Business Analyst – ITSM & HRSD

Job Description – Business Analyst (HRSD & ITSM) | Service

Now

Role Overview

We are looking for a skilled Business Analyst with strong experience in Service

Now HR Service Delivery (HRSD) and IT Service Management (ITSM) to bridge business requirements with platform capabilities, drive process improvements, and support successful solution delivery.

Key Responsibilities

• Gather, analyze, and document business requirements for HRSD and ITSM initiatives.

• Conduct stakeholder workshops and translate business needs into functional specifications / user stories.

• Work closely with product owners, architects, and development teams on solution design and implementation in Service

Now.

• Configure / support workflows related to Case Management, Knowledge Management, Employee Center, Catalog Items, Incident, Request, Problem, and Change Management.

• Perform gap analysis and recommend process optimization aligned with best practices.

• Support UAT, training, release planning, and deployment activities.

• Create process flows, BRDs/FRDs, test cases, and business documentation.

• Ensure integration and alignment between HRSD and ITSM processes where applicable.

Required Skills

• 5+ years as Business Analyst, with hands-on experience in Service

Now HRSD and ITSM.

• Strong understanding of HR case management, employee workflows, incident/request lifecycle, SLAs, and service catalogs.

• Experience in Agile / Scrum delivery model.

• Excellent stakeholder management and communication skills.

• Ability to translate business requirements into platform-ready functional requirements.

• Familiarity with integrations, reporting, dashboards, and automation capabilities in Service

Now.

Preferred

• Service

Now Certifications (CSA / CIS-HRSD / CIS-ITSM).

• Experience in enterprise digital transformation programs.