Senior ServiceNow BA: HRSD & ITSM, Client-Facing

ERNST & YOUNG ADVISORY PTE. LTD.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

EY is seeking a ServiceNow Business Analyst (Senior Associate) to support HRSD and ITSM engagements in client-facing projects in Singapore. You will bridge business and technical teams, drive Day 2 operations, and lead enhancement initiatives and change requests.

You will gather requirements, document user stories, and coordinate delivery with ServiceNow architects and developers, ensuring solutions meet acceptance criteria and drive business value.

Qualifications

• Bachelor's degree in IS/Business/CS or related field.
• 3–6 years of experience as a Business Analyst, Functional Consultant, or ServiceNow Consultant.
• Hands-on experience with ServiceNow HRSD and/or ITSM implementations.
• Experience supporting Day 2 operations, enhancements, and change requests.
• Proven ability gathering and documenting business requirements.
• Experience leading workshops and stakeholder discussions.
• Strong client-facing and stakeholder management skills.

Responsibilities

• Collaborate with client stakeholders to gather, analyze, and document business requirements.
• Lead workshops, discovery sessions, and requirement-gathering discussions.
• Translate business requirements into functional specifications and user stories.
• Support solution design discussions with ServiceNow architects and developers.
• Validate delivered solutions against business requirements and acceptance criteria.
• Support implementation and enhancement initiatives across ServiceNow HRSD and ITSM modules.
• Lead Day 2 support and continuous improvement activities.
• Manage and prioritize incidents, service requests, enhancements, and change requests (CRs).
• Work closely with technical teams to ensure timely resolution of issues and delivery of enhancements.
• Perform impact assessments and support testing, UAT, and deployment activities.
• Serve as the primary point of contact for assigned client stakeholders.
• Facilitate regular governance, status, and project meetings.
• Manage client expectations, risks, dependencies, and escalations.
• Build trusted advisor relationships and identify opportunities for future ServiceNow initiatives.
• Coordinate end-to-end delivery of change requests from requirements through deployment.
• Track project milestones, deliverables, risks, and actions.
• Support project management activities including status reporting and stakeholder communications.
• Ensure project documentation and governance standards are maintained.
• Identify opportunities for platform optimization and additional ServiceNow adoption.
• Contribute to roadmap discussions and future-state solution planning.
• Support proposal development, solutioning, and presales activities where required.

Skills

ServiceNow HRSD

ServiceNow ITSM

Stakeholder management

Workshop facilitation

Requirements gathering

Day 2 operations

Education

Bachelor's degree in Information Systems, Business, Computer Science, or related discipline

Tools

ServiceNow platform

Job description

EY is seeking a ServiceNow Business Analyst (Senior Associate) to support HRSD and ITSM engagements in client-facing projects in Singapore. You will bridge business and technical teams, drive Day 2 operations, and lead enhancement initiatives and change requests.

You will gather requirements, document user stories, and coordinate delivery with ServiceNow architects and developers, ensuring solutions meet acceptance criteria and drive business value.