ServiceNow ITSM Lead | Business Analyst & Process Optimizer

Stryker Corporation; Dubai; On-site; Confidential; Full time

Job summary

A leading IT services provider in Dubai is seeking a professional to gather and analyze business requirements for ITSM processes using ServiceNow. The ideal candidate has experience with large-scale ServiceNow implementations and the ability to work both independently and collaboratively. This role emphasizes in-person collaboration while offering flexibility for individual work styles and wellbeing.

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.

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.
• Assist in configuring and testing ServiceNow ITSM modules.
• Conduct workshops and stakeholder interviews.
• 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 and best practices.

Skills

Large-scale ServiceNow implementations

Reporting and dashboarding in ServiceNow

Integration of ServiceNow with other platforms/tools

Independent and team collaboration

Job description

A leading IT services provider in Dubai is seeking a professional to gather and analyze business requirements for ITSM processes using ServiceNow. The ideal candidate has experience with large-scale ServiceNow implementations and the ability to work both independently and collaboratively. This role emphasizes in-person collaboration while offering flexibility for individual work styles and wellbeing.