Servicenow Business Analyst

20 hours ago

Taguig, National Capital Region, Philippines SPi Global (now Straive) Full time $90,000 - $120,000 per year

BUSINESS ANALYST - SERVICENOW

As a Senior ServiceNow Business Analyst, you will act as a strategic partner between business

stakeholders and the ServiceNow engineering team. Your role will include deep discovery, structured

analysis, and optimization of workflows across complex enterprise functions such as ITSM, CSM, ITOM,

and Integrated Case Management. You'll work on initiatives critical to enhancing service delivery,

regulatory compliance, and intelligent automation for companies' global operations.

Responsibilities:

  • Conduct end-to-end business process mapping, identify automation opportunities, and align

ServiceNow solutions with Client's service delivery objectives.
- Serve as the SME for ServiceNow functional capabilities and limitations—advising on both
- out-of-the-box and custom application use cases.
- Lead structured discovery workshops with global stakeholders to capture use cases, personas,

SLAs, and compliance workflows.
- Translate requirements into refined Epics, User Stories, and Process Models; validate solutions

via mockups and prototypes.
- Maintain a robust product backlog and prioritize stories in alignment with Agile ceremonies

(sprint planning, retrospectives, grooming).
- Actively contribute to the platform roadmap for cross-functional modules including ITSM, CSM,

CMDB, Service Catalog, and Knowledge Management.
- Work alongside architects and developers to guide build activities, ensure solution compliance,

and validate implementation against business needs.
- Own UAT strategy and drive test case development and traceability; oversee sign-off from

stakeholders.
- Provide advanced reporting, real-time dashboards, and performance metrics to track process

improvements.
- Support platform governance, license optimization, and ongoing platform health monitoring.

Qualifications:

Certifications (All Required):

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)

ServiceNow Business Analyst Micro-Certification

ITIL v4 Foundation Certified

  • 3+ years of direct experience as a BA working in complex ServiceNow environments (across

multiple modules).
- Strong understanding of ServiceNow data models, user roles, and RBAC structures.
- Deep experience in writing use cases, user stories (with Gherkin syntax preferred), and

functional design specs.
- Hands-on experience integrating ServiceNow with external platforms (e.g., Collibra, Slack, Email

Servers, AWS).
- Familiarity with Agile and DevSecOps principles; experienced in using JIRA or ADO.

Preferred Experience:

  • Exposure to Private Equity or Financial Services domains, especially in IT Governance or

Regulatory Reporting contexts.
- Understanding of CMDB structure, Service Mapping, and impact analysis methodologies.
- Experience with CSM, Virtual Agent, Flow Designer, or App Engine Studio.
- Strong stakeholder management and communication skills in cross-cultural environments

(EU/Swiss clients).

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