ServiceNow Business Analyst – ITSM

DXC.technology; United Arab Emirates; On-site; AED 100,000 - 150,000; Full time

Job summary

A global technology company located in the United Arab Emirates is seeking a candidate to manage ITSM processes using ServiceNow. The role involves gathering and documenting business requirements, collaborating with stakeholders, and ensuring solutions are aligned with business needs. Ideal candidates should have experience with ServiceNow implementations and a strong ability to work both independently and within teams. This company values collaboration and inclusivity in its work environment.

Qualifications

• Experience working in large-scale ServiceNow implementations.
• Familiarity with reporting and dashboarding in ServiceNow.
• Ability to work independently and as part of a cross-functional team.

Responsibilities

• Gather, analyze, and document business requirements for ITSM processes using ServiceNow.
• Collaborate with stakeholders to identify business challenges and opportunities for improvement.
• Translate business needs into detailed functional and technical requirements.
• Work closely with ServiceNow developers to ensure solutions meet objectives.

Skills

ServiceNow implementations

Reporting and dashboarding

Integration with platforms/tools

Collaboration

Analytical skills

Job description

Job Description

Key Responsibilities

• Gather, analyze, and document business requirements for ITSM processes using ServiceNow
• Collaborate with stakeholders to identify business challenges and opportunities for improvement
• Translate business needs into detailed functional and technical requirements
• Work closely with ServiceNow developers and administrators to ensure solutions meet business objectives
• Assist in configuring and testing ServiceNow ITSM modules (Incident, Problem, Change, Request, Knowledge, etc.)
• Conduct workshops and stakeholder interviews to validate requirements and design decisions
• Support UAT, training, and deployment activities
• Provide post-implementation support and continuous improvement recommendations
• Develop process documentation, user stories, use cases, and workflow diagrams
• Ensure compliance with governance, best practices, and organizational standards

Qualifications

• Experience working in large-scale ServiceNow implementations
• Familiarity with reporting and dashboarding in ServiceNow
• Experience with integration of ServiceNow with other platforms/tools
• Ability to work independently and as part of a cross-functional team

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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