Solution Analyst (BA & QA) in ServiceNow team, Product Support Services

Sitecore; Kuala Lumpur; On-site; MYR 70,000 - 100,000; Full time

Job summary

A global digital experience provider is seeking a Solution Analyst in Kuala Lumpur. You will work in the ServiceNow team, translating stakeholder needs, conducting testing, and building AI capabilities in support workflows. Ideal candidates have strong communication skills, experience with development projects, and familiarity with the ServiceNow platform. Join a diverse, collaborative team committed to delivering high-quality services.

Qualifications

• Strong experience working on various development projects.
• Ability to build good interpersonal relationships.
• Ability to effectively work on multiple parallel projects.

Responsibilities

• Translate stakeholder needs into clear requirements.
• Plan and execute functional and acceptance testing.
• Enable stakeholders through demos and training.

Skills

Strong collaboration and communication skills

Ability to analyze requirements

Excellent problem-solving skills

Tools

ServiceNow platform

Job description

Overview

Solution Analyst (BA & QA) in ServiceNow team, Product Support Services

Sitecore is a global leader in intelligent, personalised digital experiences. Our mission is to simplify how brands reach, engage, and serve people, delivering scalable experiences that connect the world. We empower brands to build lifelong customer relationships—seamlessly, smartly, and at scale.

Sitecore’s ServiceNow engineering team builds and evolves the digital support ecosystem that our partners and customers rely on – Sitecore Support & Self-Service Portal, Sitecore Community, Sitecore Knowledge Base. The team enables Sitecore’s global support organization to deliver high-quality, efficient services. Our foundation is a diverse, passionate, collaborative global team spanning over 25 countries, guided by values of empathy, accountability, clarity, and growth.

We are actively cultivating AI skills across teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences. Learn more at Sitecore.com.

About the job

Sitecore’s ServiceNow engineering team builds and evolves the digital support ecosystem that our partners and customers rely on – Sitecore Support & Self-Service Portal, Sitecore Community, Sitecore Knowledge Base. Our team plays a critical role in enabling Sitecore’s global support organization to deliver high-quality, efficient services.

As a Business Analyst & QA, you will translate stakeholder needs into clear, testable requirements and a prioritized backlog. You’ll partner closely with developers and architects to shape solution designs and implementation approaches that align with platform standards. You’ll own solution acceptance – planning and executing functional and regression testing, coordinating UAT and sign‑off – lead stakeholder enablement through training and documentation, and safeguard the stability of existing implementations.

The ServiceNow team is at the forefront of introducing AI capabilities into Sitecore’s support workflows. You’ll have the opportunity to help build AI agents, intelligent knowledge recommendations, automated triage processes and many other AI capabilities and workflows that leverage latest LLM developments to streamline issue resolution and customer support. Beyond AI, the team tackles a wide variety of challenging enterprise-grade projects – from new application rollouts to performance tuning and security hardening.

What You’ll Do

• Assess the impact of each change across users, processes, data, integrations, and related functional areas; identify dependencies and risks.
• Identify and engage stakeholders; establish a regular collaboration cadence and align expectations for the ongoing projects.
• Elicit, document, and prioritize requirements as user stories with clear acceptance criteria.
• Collaborate with developers and architects to define solution options, data/integration design, and implementation approaches aligned with platform standards.
• Facilitate solution design reviews and secure stakeholder approval/sign-off.
• Plan and execute functional and acceptance testing; manage test data and defect triage.
• Maintain and run automated regression testing suite. Perform manual regression testing of impacted areas.
• Coordinate UAT, capture feedback, and drive final sign-off and release readiness.
• Enable stakeholders and their teams through demos, training, and handover materials.
• Partner with the documentation team to create and publish internal and external content (release notes, feature documentation, etc.).

What You Need to Succeed

• Strong experience working on various development projects.
• Strong collaboration and communication skills.
• Ability to build good interpersonal relationships with the team and stakeholders.
• Ability to effectively work on multiple parallel projects.
• Ability to analyze requirements and suggest solutions with the best balance between value and implementation/maintenance complexity.
• Ability to quickly understand the project’s technical architecture, identify impacted functional areas, and identify external dependencies.
• Excellent problem-solving skills, strong written and verbal communication, ability to collaborate across teams.

Additional Skills That Set You Apart

• Technical experience with the ServiceNow platform.
• Practical technical background (development, QA, technical support, etc.)

How We Hire

At Sitecore, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centers around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.