Senior Business Analyst

2 days ago

Taguig, National Capital Region, Philippines Straive Full time $90,000 - $120,000 per year

Schedule: Mid shift

Work location: BGC, Taguig

Work set-up: Hybrid (3x/week onsite)

Role Overview:

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 global operations.

Key Responsibilities:

  • Conduct end-to-end business process mapping, identify automation opportunities, and align ServiceNow solutions with 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.

Mandatory 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).

Educational Background:

Bachelor's Degree in Engineering, Computer Science, Information Systems, or equivalent technical discipline. MBA or Master's preferred for strategic roles.

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