Business Analyst ( Service Now)

Introduction

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

Analytical & Problem-Solving Skills

Gather, analyze, and document both business and technical requirements using proven elicitation techniques.

Create and maintain process maps for current and future state processes using tools like BPMN or Visio to ensure clarity and alignment.

Technical & Platform Knowledge

Leverage expertise in ServiceNow, including Service Catalog, Workflows, ACL, Service Portal, and CORE tables, to design and optimize solutions.

Utilize knowledge of LDAP and Active Directory to ensure proper identity and access management.

Automate workflows using ServiceNow Flow Designer, Business Rules, and JavaScript scripting.

Understand and implement integration solutions, including APIs, MID servers, and best practices for system connections.

Stay informed about ServiceNow platform capabilities, including workflows, forms, tables, and automation tools.

Documentation & Communication

Write clear, concise user stories and use cases with well-defined acceptance criteria to guide development efforts.

Create and maintain detailed functional specifications for developers and testers.

Translate complex technical information into business-friendly language and vice versa to ensure alignment between stakeholders.

Collaboration & Facilitation

Facilitate workshops and interviews with stakeholders to gather insights, validate requirements, and build consensus.

Collaborate with Product Owners, Developers, QA teams, and end users to ensure successful project delivery.

Resolve conflicts between differing stakeholder priorities and perspectives to maintain project focus and alignment.

Tools & Techniques

Work within Agile/Scrum environments, ensuring iterative development and continuous improvement.

Define and interpret ServiceNow reports and performance analytics to provide actionable insights.

Support User Acceptance Testing (UAT) by assisting in planning, execution, and defect resolution.

Required education

Bachelor's Degree

Required technical and professional expertise

Advanced/Fluent english is required.

Proven experience in gathering and documenting business and technical requirements.

Proficiency in process mapping and modeling tools like BPMN or Visio.

Strong expertise in ServiceNow, including Service Catalog, Workflows, ACL, Service Portal, and CORE tables.

Familiarity with LDAP, Active Directory, and JavaScript for workflow automation.

Experience with APIs, MID servers, and integration practices.

Ability to write user stories, use cases, and functional specifications.

Strong communication skills to bridge technical and business needs.

Experience facilitating workshops and collaborating with cross-functional teams.

Knowledge of Agile methodologies and tools.

Advanced scripting knowledge in JavaScript for ServiceNow customizations.

Hands-on experience configuring MID servers for complex integrations.

Familiarity with additional reporting tools and advanced analytics.

Experience leading UAT processes for large-scale implementations.

ABOUT BUSINESS UNIT

IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.