Service Now Business Analyst

7600 Accenture Pte Ltd Company; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

Accenture in Singapore is seeking a ServiceNow Business Analyst to drive ITSM and CSM implementations, translating business needs into clear requirements, user stories, and functional designs. You will lead workshops with stakeholders, collaborate with global teams, assist configuration, testing (UAT) and go-live activities, and monitor system usage to identify improvements.

This role requires a degree in Computer Science or a related field and 2–5 years of experience with strong communication

Qualifications

• 2–5 years of experience as a ServiceNow business analyst.
• Strong knowledge of ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB).
• Hands-on ServiceNow CSM experience (case management, knowledge base, SLAs).
• Proficient in Agile/Scrum delivery and cross-functional collaboration; strong communicator.
• Bachelor’s degree in Computer Science, Information Systems, or related field.

Responsibilities

• Gather, document, and validate requirements for ServiceNow ITSM and CSM implementations.
• Translate business needs into user stories, specifications, and process flows.
• Facilitate workshops with stakeholders to identify process improvements.
• Support ServiceNow configuration and customization with technical teams.
• Participate in UAT, go-live, and post-deployment support; monitor performance.
• Stay updated with new ServiceNow features and roadmap planning.

Skills

ServiceNow ITSM

Agile/Scrum

Requirements gathering

Stakeholder communication

Analytical thinking

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow Studio

Job description

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture

Responsibilities

Act as a liaison between business stakeholders and technical teams to gather, document, and validate requirements for ServiceNow ITSM and CSM implementations. Analyze and translate business needs into user stories, functional specifications, process flows, and solution designs. Facilitate workshops and stakeholder meetings to identify process improvement opportunities. Support ServiceNow configuration and customization in partnership with technical teams. Conduct gap analysis and assess existing ServiceNow capabilities vs. client needs. Collaborate with QA teams to define test scenarios and validate functionality. Participate in UAT sessions and support go-live activities and post-deployment support. Monitor ServiceNow performance and usage, identify enhancement opportunities, and contribute to roadmap planning. Stay up to date with new features and capabilities in the ServiceNow platform

Qualifications

2–5 years of experience as a ServiceNow projects business analyst. Strong knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB, etc.). Hands‑on understanding of ServiceNow CSM (case management, knowledge base, SLAs, customer portals). Experience with Agile/Scrum delivery methodologies. Strong analytical and problem-solving skills. Excellent verbal and written communication abilities. Experience working with global and cross-functional teams. Bachelor’s degree in Computer Science, Information Systems, Business, or related field.