ServiceNow Business Analyst - ITSM/CSM & Agile

Accenture Southeast Asia; Singapore; On-site; SGD 75,000 - 120,000; Full time

Job summary

Accenture Southeast Asia in Singapore is seeking a ServiceNow Business Analyst to drive ITSM and CSM implementations. You will gather requirements, translate needs into user stories and designs, and run workshops with stakeholders to identify improvements.

You will support configuration with technical partners, analyze gaps, and collaborate with QA and UAT teams to ensure quality. Continuous learning and cross-functional collaboration are essential in this role.

Qualifications

• 2-5 years of experience as a ServiceNow business analyst.
• Strong knowledge of ServiceNow ITSM (Incident, Problem, Change, Request, CMDB).
• Hands-on understanding of ServiceNow CSM (case management, knowledge base, SLAs).
• 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.

Responsibilities

• Act as 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.

Skills

Stakeholder communication

Analytical thinking

Business analysis

Requirements gathering

Problem solving

Verbal and written communication

Education

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

Tools

ServiceNow ITSM

ServiceNow CSM

Job description

Accenture Southeast Asia in Singapore is seeking a ServiceNow Business Analyst to drive ITSM and CSM implementations. You will gather requirements, translate needs into user stories and designs, and run workshops with stakeholders to identify improvements.

You will support configuration with technical partners, analyze gaps, and collaborate with QA and UAT teams to ensure quality. Continuous learning and cross-functional collaboration are essential in this role.