Engage business stakeholders to identify, document, and prioritize functional and non-functional requirements for ServiceNow implementations
Translate business needs into clear, actionable user stories and acceptance criteria
Conduct workshops, interviews, and process mapping sessions to capture as-is and to-be workflows
Partner with ServiceNow developers, architects, and platform owners to translate requirements into configuration, workflows, and automation
Validate design proposals and ensure alignment with ServiceNow best practices and platform capabilities
Support data model, integration, and UI/UX design discussions
Participate in sprint planning, backlog grooming, and UAT cycles within an Agile or hybrid delivery framework
Define and execute test cases; coordinate user acceptance testing and issue resolution
Configure solutions within the ServiceNow SPM suite, including Demand Management, Project Portfolio Management, Resource Management, and Agile Development
Ensure delivered solutions meet defined requirements and quality standards
Contribute to process documentation, training materials, and continuous improvement initiatives
Support Agile, Waterfall, and Hybrid development methodologies across diverse client environments
Serve as the liaison between business units, IT, and the ServiceNow delivery team
Provide project updates, status reports, and documentation for decision-making and governance
Conduct training sessions and create user guides as needed

Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field
3–5+ years of business analysis experience, with at least 2 years focused on ServiceNow implementations
Deep understanding of Strategic Portfolio Management concepts, including demand, ideation, resource planning, and prioritization
Proven experience implementing ServiceNow SPM for enterprise clients
Experience with SPM and one or more additional ServiceNow modules (e.g., ITSM, ITOM, HRSD, CSM, ITBM, SPM, or custom applications)
Demonstrated experience in requirements gathering, process design, and user story creation in an Agile environment
Familiarity with Agile, Waterfall, and Hybrid development methodologies
Familiarity with ServiceNow data structures, tables, and workflows
Strong analytical and problem-solving skills with attention to detail
Excellent communication, facilitation, and stakeholder management skills
Understanding integration points with other enterprise systems (e.g., HR, ERP, monitoring tools)
Experience with ITIL processes and frameworks
Certified Implementation Specialist – Strategic Portfolio Management (CIS-SPM)
ServiceNow Certified System Administrator

Senior ServiceNow Business Analyst – SPM

Key skills