ServiceNow Business Analyst and Implementation Specialist

Two95 International Inc.; George Town; On-site; MYR 120,000 - 180,000; Full time

Job summary

Two95 International Inc. is seeking a seasoned ServiceNow Business Analyst in Penang, Malaysia.

You will bridge business stakeholders with the ServiceNow platform team, translating process needs into well-defined requirements across ITSM/ITOM/ITAM and related workflows. You will elicit, document, and transform requirements into user stories, acceptance criteria, and process flows, while mapping current-state processes to out-of-the-box capabilities and guiding backlogs with Agile teams.

Qualifications

• 6–8 years of business analysis experience with at least 3 years on ServiceNow.
• Strong ITIL knowledge including Incident, Problem, Change, Request, and CMDB (ITIL v4 Foundation preferred).
• Hands-on with ServiceNow modules such as ITSM, ITOM, SPM/ITBM, HRSD or CSM as relevant.
• Experience with Agile/Scrum, JIRA or ServiceNow Agile Development; strong documentation skills (BRD/FSD, RTM).
• Excellent stakeholder management and written/verbal communication.
• CSA and CIS certifications desirable.

Responsibilities

• Bridge business stakeholders and the ServiceNow platform team to translate process needs into buildable requirements.
• Elicit, analyse and document requirements; convert to user stories, acceptance criteria and process flows.
• Map current-state processes to out-of-the-box ServiceNow capabilities; recommend configuration over customization.
• Collaborate with developers/architects through backlog grooming, sprint planning and design walkthroughs.
• Configure low-complexity items (forms, flows, catalogue items, reports/dashboards).
• Lead UAT, test scenarios, defect triage, sign-off; prepare training material and SOPs.
• Support data alignment, governance and post-release adoption tracking.

Skills

Business analysis

Stakeholder management

Documentation

ITIL knowledge

Agile/Scrum

ServiceNow knowledge

Education

ITIL Foundation certification

Tools

JIRA

ServiceNow ITSM/ITOM/ITBM

ServiceNow Agile Development

Job description

Role purpose: Bridge business stakeholders and the ServiceNow platform team — translate process needs into well-defined, buildable requirements across ITSM/ITOM/ITAM/other ServiceNow modules and related workflows.

Key responsibilities

• Elicit, analyse and document business requirements; convert them into user stories, acceptance criteria and process flows.
• Map current-state processes to ServiceNow out-of-the-box capability; recommend configuration over customisation.
• Work with developers/architects through backlog grooming, sprint planning and design walkthroughs.
• Configure low-complexity items (forms, flows, catalogue items, reports/dashboards) where required.
• Drive UAT — test scenarios, defect triage, sign-off — plus training material, SOPs and go-live support.
• Support data alignment, governance and post-release adoption tracking.

Skills and experience

• 6–8 years business analysis experience, with 3+ years on ServiceNow.
• Strong grasp of ITIL processes (Incident, Problem, Change, Request, CMDB); ITIL v4 Foundation preferred.
• Hands-on with ServiceNow modules such as ITSM, ITOM, SPM/ITBM, HRSD or CSM (as relevant).
• Agile/Scrum delivery, JIRA or ServiceNow Agile Development, strong documentation skills (BRD/FSD, RTM).
• Excellent stakeholder management and written/verbal communication.
• ServiceNow CSA and CIS certifications desirable;