ServiceNow Business Analyst (HRSD & ITSM), Senior Associate, Technology Consulting

ernst & young advisory pte. ltd.; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

EY in Singapore seeks a ServiceNow Business Analyst (Senior Associate) with HRSD and ITSM experience to support enterprise ServiceNow engagements. You will bridge business stakeholders and technical teams, supporting Day 2 operations, enhancements, and change requests.

The ideal candidate will run workshops, capture requirements, translate them into user stories, and drive successful deployments while managing stakeholders and governance.

Qualifications

• Bachelor's degree in Information Systems, Business, Computer Science, or related discipline.
• 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 request management.
• Proven experience gathering and documenting business requirements.
• Experience conducting UAT, process mapping, and stakeholder workshops.
• Strong client-facing and stakeholder management experience.
• Experience working in consulting, system integration, or enterprise environments.

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

Stakeholder management

Communication skills

Workshop facilitation

Analytical thinking

Project coordination

Consulting mindset

Business value focus

Education

Bachelor's degree in IS/CS/related

Tools

ServiceNow

Job description

At EY, we develop you with future-focused skills and equipyou with world-class experiences. We empower you in a flexible environment, andfuel you and your extraordinary talents in a diverse and inclusive culture ofglobally connected teams.

We work together across our full spectrum of services andskills powered by technology and AI, so that business, people and the planetcan thrive together.

We’re all in, are you?

Join EY and shape your future with confidence.

The Opportunity

We are seeking a ServiceNow Business Analyst (Senior Associate) with strong experience in HR Service Delivery (HRSD) and IT Service Management (ITSM) to support and lead enterprise ServiceNow engagements.

In this client-facing role, you will act as the bridge between business stakeholders and technical teams, supporting Day 2 operations, enhancement initiatives, change requests, and continuous platform improvement. You will be responsible for gathering and translating business requirements, managing stakeholder communications, coordinating delivery activities, and driving successful implementation outcomes.

The ideal candidate is comfortable engaging senior client stakeholders, managing multiple workstreams, and helping clients maximize the value of their ServiceNow investment.

Key Responsibilities

Business Analysis & Requirements Management

• 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.

HRSD & ITSM Delivery

• Support implementation and enhancement initiatives across ServiceNow HRSD and ITSM modules.
• Write and maintain programmable code outlined in technical instructions and specifications for software applications and operating systems.
• 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.

Stakeholder & Client Management

• 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.

Change Request & Project Coordination

• 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.

Advisory & Growth

• 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 and Attributes for Success

• Strong knowledge of ServiceNow HRSD and ITSM processes and capabilities.
• Excellent stakeholder management and communication skills.
• Ability to independently facilitate workshops and requirement discussions.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple client priorities in a fast-paced consulting environment.
• Strong project coordination and organizational skills.
• Comfortable working with both business and technical stakeholders.
• Consulting mindset with a focus on delivering business value.

To Qualify for the Role, You Must Have

• Bachelor's degree in Information Systems, Business, Computer Science, or a related discipline.
• 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 request management.
• Proven experience gathering and documenting business requirements.
• Experience conducting UAT, process mapping, and stakeholder workshops.
• Strong client-facing and stakeholder management experience.
• Experience working in consulting, system integration, or enterprise environments.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist – HRSD (CIS-HR)
• ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
• Agile, Scrum, or Business Analysis certifications

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

All in to shape the future with confidence.