Servicenow Business Analyst

About the Opportunity

Our client is seeking a talented Mid-Level CRM / ServiceNow Business Analyst to join their growing team. This individual will act as the liaison between business stakeholders and technical teams, helping to drive process improvements, optimize CRM and workflow platforms, and deliver technology solutions that support business objectives.

While experience with ServiceNow is highly desirable, candidates with experience across other CRM platforms such as Salesforce, Microsoft Dynamics 365, HubSpot, Zendesk, or similar enterprise systems are encouraged to apply.

Key Responsibilities

• Partner with business stakeholders to gather, analyze, and document business requirements.
• Conduct workshops, interviews, and discovery sessions to understand business processes and identify opportunities for improvement.
• Translate business requirements into functional specifications, user stories, process maps, and acceptance criteria.
• Work closely with technical teams, administrators, developers, and project managers to deliver platform enhancements and new functionality.
• Support CRM and ServiceNow-related projects, including system implementations, upgrades, integrations, and process optimization initiatives.
• Perform gap analysis and recommend solutions that improve operational efficiency and user experience.
• Create and maintain business requirements documents (BRDs), process flows, test plans, and user documentation.
• Coordinate and support User Acceptance Testing (UAT), defect resolution, and deployment activities.
• Assist with change management, stakeholder communication, and end-user training.
• Contribute to continuous improvement initiatives and platform adoption efforts.

Required Qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field.3-5 years of experience as a Business Analyst working with CRM, workflow, or enterprise business applications.
• Experience gathering and documenting business requirements and translating them into technology solutions.
• Strong understanding of business process analysis, workflow optimization, and stakeholder management.
• Experience working with CRM platforms such as Salesforce, Microsoft Dynamics 365, HubSpot, Zendesk, ServiceNow, or similar systems.
• Experience creating user stories, process documentation, and functional requirements.
• Strong analytical, communication, and problem-solving skills.
• Familiarity with Agile, Scrum, or hybrid project delivery methodologies.

Preferred Qualifications

• Experience with ServiceNow, particularly ITSM, Service Catalog, Incident, Problem, or Change Management processes.
• Experience supporting CRM transformation, digital transformation, or workflow automation initiatives.
• Knowledge of integrations, APIs, and data migration projects.
• ServiceNow CSA certification or other relevant platform certifications.
• Familiarity with Jira, Confluence, Azure DevOps, or similar tools.
• Experience working within enterprise or customer-facing environments.
• Key

Competencies

• Business Analysis
• CRM Platforms & Business SystemsServiceNow (Preferred)

Requirements

• Gathering & Documentation
• Process Mapping & Optimization
• Stakeholder Management
• User Acceptance Testing (UAT)
• Agile Delivery
• Change Management
• Problem Solving & Critical Thinking