Senior ServiceNow Business Analyst ITSM Transformation Lead

Client of Salt; Riyadh; On-site; SAR 300,000 - 420,000; Full time

Job summary

Salt, in partnership with a leading global technology consultancy, is seeking an experienced ServiceNow Senior Business Analyst to bridge business and technical teams in Riyadh. You will translate requirements into scalable ServiceNow solutions, drive workshops and ensure ITSM alignment.

The role requires 7-10+ years as a Business Analyst, 3-5 years with ServiceNow implementations, and strong ITIL v4 knowledge.

Qualifications

• 7-10+ years of experience in Business Analysis, ITSM consulting or related functions.
• Minimum 3-5 years of ServiceNow implementation experience.
• Strong functional understanding of ServiceNow ITSM.
• Good knowledge of ITIL v4 processes and service management principles.
• Proven experience with requirements elicitation, business process mapping and gap analysis.
• Experience producing BRDs, FSDs, workflows, user stories and acceptance criteria.
• Excellent workshop facilitation and stakeholder management skills.
• Experience supporting Agile/Scrum delivery environments.
• Hands‑on involvement in UAT, implementation and go-live activities.
• Strong written and verbal communication skills.

Responsibilities

• Lead requirements-gathering workshops with business and technical stakeholders.
• Analyse existing business processes and identify opportunities for improvement and automation.
• Translate business requirements into detailed functional specifications and ServiceNow user stories.
• Produce BRDs, FSDs and acceptance criteria.
• Conduct process mapping, gap analysis and requirements validation.
• Collaborate with ServiceNow Architects and Developers to ensure solutions align with business needs.
• Support ITSM process standardisation and ITIL-aligned service management practices.
• Facilitate stakeholder discussions and solution design workshops.
• Support Agile delivery sprint planning backlog refinement and user story validation.
• Coordinate UAT defect resolution and business sign-off.
• Support go-live activities, change management and user adoption.

Skills

ServiceNow ITSM

Stakeholder management

Requirements elicitation

Business process mapping

BRDs & FSDs

Workshop facilitation

Agile/Scrum

UAT involvement

Go-live support

Communication

Job description

Salt, in partnership with a leading global technology consultancy, is seeking an experienced ServiceNow Senior Business Analyst to bridge business and technical teams in Riyadh. You will translate requirements into scalable ServiceNow solutions, drive workshops and ensure ITSM alignment.

The role requires 7-10+ years as a Business Analyst, 3-5 years with ServiceNow implementations, and strong ITIL v4 knowledge.