ServiceNow Business Analyst

About

As ServiceNow Business Analyst you will be responsible for analyzing business needs and translating them into functional requirements on the ServiceNow platform. This role partners closely with stakeholders and development teams to design solutions, optimize workflows, and ensure the platform aligns with the organization’s roadmap—supporting the delivery of Smart Apps and business value.

Roles & Responsibilities

Requirements Gathering & Analysis

• Engage with business stakeholders to gather, analyze, and document requirements for ServiceNow solutions (including CSM or FSO modules).
• Translate business needs into clear user stories, functional specifications, and acceptance criteria.
• Identify opportunities to improve processes through ServiceNow capabilities and automation.

Solution Design & Collaboration

• Work with developers and architects to design scalable ServiceNow solutions aligned with best practices.
• Contribute to the design of workflows, catalog items, forms, and user experiences from a functional perspective.
• Ensure alignment between business requirements and platform capabilities.

Process Optimization

• Analyze current business processes and recommend improvements using ServiceNow features such as Flow Designer, Playbooks, and automation tools.
• Support the design of end-to-end process flows and ensure efficient service delivery.

Integration & Data Understanding

• Collaborate with technical teams to define integration requirements with external systems (REST/SOAP APIs, Integration Hub).
• Support data mapping, migration, and validation efforts to ensure data quality and integrity.

Testing & Validation

• Develop test cases, support UAT (User Acceptance Testing), and validate that solutions meet business requirements.
• Assist in regression testing and ensure successful deployment of new features.

Stakeholder Communication & Support

• Act as the liaison between business users and technical teams.
• Provide functional support, gather feedback, and drive continuous improvement.

Documentation

• Create and maintain functional documentation, process flows, user guides, and training materials.
• Ensure documentation reflects configurations, workflows, and business processes.

Requirements

• ServiceNow Certified System Administrator (preferred or required depending on seniority).
• Experience working with ServiceNow, particularly in Customer Service Management (CSM) or Financial Services Operations (FSO).
• Strong understanding of business analysis methodologies (e.g., Agile, Scrum, or Waterfall).
• Experience writing user stories, process mapping, and conducting workshops.

Preferred Knowledge / Certifications in:

• Playbooks
• Flow Designer
• Now Assist / AI
• Platform Analytics
• Predictive Intelligence
• Service Portal
• Catalog Items

Key Skills (BA-Focused)

• Requirements elicitation & documentation
• Stakeholder management
• Process modeling (e.g., BPMN, flow diagrams)
• Analytical thinking and problem-solving
• Communication between technical and non-technical teams

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.