Digital Business Analyst (ServiceNow Implementation)

COGNIZANT TECHNOLOGY SOLUTIONS ASIA PACIFIC PTE. LTD.; Pasir Panjang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading digital solutions company in Malaysia is seeking a Digital Business Analyst to drive ServiceNow implementations across government agencies. This pivotal role requires at least 4 years of experience in digital transformation and expertise in ServiceNow, focusing on creating user-centric solutions. Responsibilities include strategic planning, project delivery, and stakeholder management, ensuring successful adoption of innovative digital solutions.

Qualifications

• Minimum 4 years of relevant experience in digital transformation projects.
• Proven track record of at least 2 successful ServiceNow implementations.
• Strong background in enterprise SaaS platforms.

Responsibilities

• Lead requirements gathering through human-centric design methods.
• Guide technology selection and implementation strategies.
• Create detailed user stories and functional specifications.
• Build strong relationships with client’s stakeholders.

Skills

Analytical skills

Stakeholder management

Problem-solving

Agile methodologies

ServiceNow expertise

Education

Diploma/Degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

AI tools

Job description

We're seeking a dynamic Digital Business Analyst to join our project team. In this pivotal role, you'll spearhead ServiceNow implementations across government agencies, working closely with stakeholders to transform public service delivery through innovative digital solutions. You'll be at the forefront of digital transformation, translating complex business requirements into elegant, user-centric solutions.

Key Responsibilities
Strategic Planning & Analysis
• Lead requirements gathering through human-centric design methods and visual techniques
• Conduct thorough analysis of current systems and processes to identify improvement opportunities
• Develop strategic roadmaps for digital transformation initiatives
• Apply Design Thinking methodologies to create innovative solutions for complex government challenges

Technical Leadership
• Guide technology selection and implementation strategies aligned with client’s architectural principles
• Evaluate and recommend appropriate development approaches (Outsourced, Co-Sourced, or In-house)
• Ensure solutions comply with cloud-based architecture standards and SG Tech Stack requirements

Project Delivery
• Create detailed user stories, functional specifications, and acceptance criteria
• Oversee platform configuration, customisation, and integration
• Manage solution deployment and ensure smooth operational transition
• Lead impact analysis for change requests and continuous improvements
• Facilitate knowledge transfer through workshops and training sessions

Stakeholder Management
• Build strong relationships with client’s stakeholders and cross-functional teams
• Lead discovery workshops and requirements gathering sessions
• Drive user adoption through effective communication and training
• Collaborate with technical teams to resolve operational challenges

Required Qualifications & Experience

Education & Professional Experience
• Diploma/Degree in Computer Science, Information Technology, or related field
• Minimum 4 years of relevant experience in digital transformation projects
• Proven track record of at least 2 successful ServiceNow implementations
• Strong background in enterprise SaaS platforms (ServiceNow expertise required)

Technical Competencies
• Proficiency in ServiceNow platform configuration and customization
• Experience with Agile methodologies and product-centric delivery
• Understanding of cloud architecture and modern development practices
• Working knowledge of AI tools and emerging technologies
• Experience in process automation and system integration

Essential Skills
• Advanced analytical and problem-solving capabilities
• Strong facilitation and workshop leadership abilities
• Excellent stakeholder management and communication skills
• Proven ability to influence and drive change
• Experience in government or large enterprise digital transformation

Personal Attributes
• Self-motivated with a strong drive for results
• Analytical mindset with attention to detail
• Adaptable and quick to learn new technologies
• Strong team player with excellent collaboration skills
• Innovative thinking and creative problem-solving approach