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Job Description ServiceNow Business Analyst Key Responsibilities Act as a Business Analyst for end-to-end ServiceNow implementations and enhancements Lead requirement gathering, stakeholder discussions, workshops, and gap analysis Translate business needs into BRD, FRD, user stories, process flows, and functional specifications Collaborate with developers, architects, and QA teams to ensure accurate implementation Support and configure ServiceNow Service Portal requirements including UX flows and catalog experiences Work closely with SPM (Strategic Portfolio Management) for demand, project, and resource management use cases Provide functional expertise on ServiceNow ITSM (Incident, Problem, Change, Request, CMDB) Support ITOM processes including discovery, service mapping, and event management (functional perspective) Assist with IRM (Integrated Risk Management) requirements and compliance workflows Leverage Now Assist capabilities to improve user experience, automation, and AI-driven insights Support UAT planning, execution, defect tracking, and sign-off Ensure adherence to ServiceNow best practices and platform standards Prepare and maintain functional documentation, user guides, SOPs, and release notes RequirementsRequired Skills 7+ years of experience as a Business Analyst with strong ServiceNow platform exposure Hands-on functional experience in: ServiceNow ITSM (mandatory) Service Portal SPM (Strategic Portfolio Management) ITOM IRM (Integrated Risk Management) Now Assist Strong expertise in documentation (BRD, FRD, use cases, process diagrams) Experience working in Agile / Scrum environments Excellent communication, stakeholder management, and analytical skills .