ServiceNow Business Analyst Lead

DXC Technology; Dubai; On-site; AED 280,000 - 420,000; Full time

Job summary

DXC Technology in Dubai seeks a ServiceNow Business Analyst Lead to advance platform capabilities across multiple service domains. You will shape and sustain backlog-driven enhancements, translating requirements into implementable ServiceNow solutions while collaborating with technical teams and stakeholders to ensure clarity, efficiency, and consistency.

The successful candidate will drive structured requirement delivery, facilitate backlog grooming, and ensure alignment with existing platform

Qualifications

• 7 years of Business Analysis experience with hands-on exposure to the ServiceNow platform (mandatory).
• Strong understanding of ServiceNow capabilities and modules including ITSM, HRSD / Enterprise Services, CSM.
• Proven experience working on ServiceNow implementations or enhancements and on workflow-driven/catalog-based processes.
• Ability to translate business requirements into ServiceNow-aligned user stories and designs and to work effectively with ServiceNow developers.

Responsibilities

• Gather and document requirements for ServiceNow enhancements across ITSM, HRSD, CS, and customer-facing processes.
• Translate requirements into clear user stories, functional specs, acceptance criteria, and process/workflow definitions.
• Support backlog-driven delivery, including clarification, refinement, grooming, prioritisation, and alignment with development teams.
• Assist in testing/validation, coordinate UAT, and ensure acceptance criteria are met.
• Identify opportunities for standardisation and continuous improvement of service workflows.

Skills

ServiceNow

Backlog management

Agile delivery

Requirements gathering

User stories

Job description

Job Description:

Job Summary

We are seeking a ServiceNow Business Analyst Lead to support the continuous development and enhancement of ServiceNow platform capabilities across multiple service domains.

This role focuses on capturing shaping and supporting the delivery of backlog-driven enhancements working closely with technical teams and stakeholders to translate requirements into implementable ServiceNow solutions. The successful candidate will play a key role in driving structured requirement delivery aligned to ServiceNow capabilities ensuring clarity efficiency and consistency across enhancements.

Key Responsibilities

Work with stakeholders to gather and document requirements for ServiceNow enhancements including:

• ITSM (Incident Request Change etc.)
• HRSD / Enterprise Services
• CSM and customer-facing processes

Translate business requirements into:

• Clear user stories and functional specifications
• Acceptance criteria aligned to ServiceNow capabilities
• Process flows and workflow definitions

Support backlog-driven delivery including:

• Requirement clarification and refinement
• Participation in backlog grooming and prioritisation
• Continuous alignment with development teams

  Ensure requirements are:

  • Technically feasible within ServiceNow
  • Aligned with existing platform design and reusable patterns
  • Clearly understood by developers

  Work closely with developers to:

  • Clarify functional and process requirements
  • Validate implemented solutions against business expectations

  Support testing and validation activities including:

  • Functional validation of delivered enhancements
  • Assisting in UAT coordination and feedback capture
  • Ensuring acceptance criteria are met

  Contribute to continuous improvement of service workflows including:

  • Identifying process improvement opportunities
  • Supporting standardisation across service domains

  Required Experience & Skills

  7 years of Business Analysis experience with hands-on exposure to the ServiceNow platform (mandatory).

  Strong understanding of ServiceNow capabilities and modules including one or more of:

  • ITSM
  • HRSD / Enterprise Services
  • CSM

  Proven experience working on:

  • ServiceNow implementations or enhancements
  • Workflow-driven and catalog-based processes

  Ability to:

  • Translate business requirements into ServiceNow-aligned user stories and designs
  • Work effectively with ServiceNow developers

  Experience with:

  • Backlog management and refinement
  • Agile delivery models

  Strong understanding of:

  • Service workflows approvals and SLA-driven processes
  • Process mapping and requirement documentation

  Preferred / Additional Experience

  Experience working in:

  • Multi-module ServiceNow environments
  • Large-scale or enterprise ServiceNow platforms

  Exposure to:

  • Integration requirements and API-driven flows
  • Portal or user experience improvements

  Certifications:

  • CSA preferred
  • CBAP or equivalent is a plus

  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. Were committed to fostering an inclusive environment where everyone can thrive.

  Required Experience:

  IC