Business Analyst

Randstad Digital Americas is seeking a Business Analyst who will serve as the primary intake lead for the HR and CSM product suites. The role involves transforming business needs into actionable specifications and collaborating with stakeholders to ensure seamless implementations using ServiceNow.

Responsibilities:

• Act as the "gatekeeper" for the HR and CSM product backlogs, managing the lifecycle of a request from initial customer contact to finalized functional requirement
• Rigorously review incoming requests to identify gaps, contradictions, or technical impossibilities
• Ensure that every user story meets the "Definition of Ready" before it reaches the development team
• Compare "as-is" customer processes against "to-be" ServiceNow out-of-the-box (OOTB) functionality to minimize unnecessary customization
• Lead elicitation workshops using interviews, document analysis, and business process descriptions to uncover underlying business needs
• Partner with the Product Owner to prioritize the backlog, providing the necessary detail and context to help them make informed value-based decisions
• Bridge the gap between non-technical business stakeholders (HR/Customer Support) and the technical ServiceNow development team
• Leverage a "Citizen Developer" mindset to propose solutions that utilize ServiceNow's native capabilities (Flow Designer, UI Policies, Business Rules) effectively
• Apply deep platform knowledge to ask probing questions regarding data security, user experience (UX), and scalability within the HR/CSM modules
• Create and maintain high-quality documentation, including Process Maps, Data Flow Diagrams, and User Stories with clear Acceptance Criteria (AC)

Requirements:

• Proven experience working within the ServiceNow platform, specifically focused on the HR Service Delivery (HRSD) and/or Customer Service Management (CSM) modules
• A background as a Certified Citizen Developer is highly preferred, demonstrating the ability to understand low-code logic, Flow Designer, and platform architecture
• Solid understanding of the Agile software development lifecycle and how to translate business needs into Jira stories or ServiceNow Agile 2.0 requirements
• 5+ years of experience in business analysis with a mastery of elicitation techniques (e.g., recursive questioning, process mapping, and root cause analysis)
• Demonstrated ability to take vague, high-level intake requests and refine them into precise, technical specifications that are 'Ready' for development
• Exceptional verbal and written communication skills, with the ability to ask 'weighted' questions that challenge stakeholders and uncover hidden requirements
• Experience acting as a liaison between executive business owners and technical developers, ensuring alignment across all levels of the organization
• Bachelor's degree in Business Administration, Information Systems, or a related field
• ServiceNow Certified System Administrator (CSA)
• Certified Business Analysis Professional (CBAP)
• ServiceNow CAD (Certified Application Developer)