ServiceNow Business Analyst ITSM

About This Role 5 to 8 years of experience Skills: ITSM, SNOW, HRSD Job Description Business Analyst (HRSD & ITSM) | ServiceNow Role Overview: We are looking for a skilledBusiness Analystwith strong experience in ServiceNow HR Service Delivery (HRSD) andIT 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 ServiceNow. - Configure / support workflows related toCase 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 ServiceNow HRSD and ITSM. - Strong understanding ofHR case management, employee workflows, incident/request lifecycle, SLAs, and service catalogs. - Experience inAgile / 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 ServiceNow. Preferred: - ServiceNow Certifications (CSA / CIS-HRSD / CIS-ITSM). - Experience in enterprise digital transformation programs. .