Business Analyst-ServiceNow

NTT Data Americas, Inc.; Mahwah (NJ); Remote; USD 96,000 - 103,000; Full time

Job summary

NTT DATA is seeking a Business Analyst to join the ServiceNow Platform Team for a remote role in the United States. You will gather and document business requirements, translate them into user stories and acceptance criteria, and lead workshops, backlog refinement, and UAT to ensure delivery alignment with ServiceNow capabilities.

Required 3+ years in business analysis and ServiceNow SPM, 5+ years in BA disciplines, and Agile/SAFe certification.

Qualifications

• 3+ years of experience as a Business Analyst, Product Analyst, Functional Analyst, or similar role.
• 3+ years of hands-on experience with ServiceNow SPM (Demand Management, CWM, Strategic Planning).
• 5+ years in business analysis disciplines (elicitation, mapping, gap analysis, stakeholder mgmt, documentation).
• 3+ years in Agile/Hybrid delivery, user stories, backlog refinement, sprint planning.
• Agile/SAFe or equivalent certification.
• Strong ability translating requirements into deliverables.
• Excellent analytical, problem-solving, facilitation, and communication skills.
• Able to communicate with both technical and non-technical stakeholders.

Responsibilities

• Partner with stakeholders, product owners, process owners, and technical teams to gather, analyze and document requirements.
• Translate requirements into user stories, acceptance criteria, processes, and specifications.
• Facilitate workshops, interviews, backlog refinement, sprint planning, demos, and UAT.
• Analyze current processes, identify gaps, and recommend improvements aligned with ServiceNow.
• Collaborate with ServiceNow admins, developers, QA, and delivery leads to validate solutions.
• Create and maintain BRDs, functional specs, process maps, test scenarios, and release notes.
• Use ServiceNow SPM to manage demands, enhancements, user stories, defects and Agile delivery.
• Support testing, defect tracking, business validation, and deployment readiness.

Skills

Business Analysis

ServiceNow SPM

Agile / SAFe

Requirements elicitation

Process mapping

Stakeholder management

Documentation

Communication

Education

Bachelor's degree (Business Administration/IT/CS/Engineering)

Tools

ServiceNow SPM

Job description

Company Overview

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us.

We are currently seeking a Business Analyst to join our team in Plano, Texas (US-TX), United States (US).

Job Description

Business Analyst – ServiceNow Platform Team

Day to Day Job Duties: (what this person will do on a daily/weekly basis)

• Partner with business stakeholders, product owners, process owners, and technical teams to gather, analyze, and document business requirements and functional needs.
• Translate business requirements into user stories, acceptance criteria, process flows, decision logs, and functional specifications.
• Facilitate requirements workshops, stakeholder interviews, backlog refinement sessions, sprint planning meetings, demonstrations, and user acceptance testing (UAT) activities.
• Analyze current-state business processes, identify gaps and inefficiencies, and recommend improvements aligned with ServiceNow platform capabilities and business objectives.
• Collaborate closely with ServiceNow administrators, developers, architects, QA teams, and delivery leads to clarify requirements and validate proposed solutions.
• Create and maintain project documentation including business requirements documents (BRDs), functional specifications, process maps, test scenarios, training materials, knowledge articles, and release notes.
• Utilize ServiceNow Strategic Portfolio Management (SPM) to manage demands, enhancements, user stories, defects, and Agile delivery activities.
• Support testing efforts, defect tracking, business validation, and deployment readiness activities.
• Ensure alignment between business objectives, platform capabilities, and delivery outcomes.

Basic Qualifications: (what are the skills required for this job with minimum years of experience on each)

• Minimum 3+ years of experience as a Business Analyst, Product Analyst, Functional Analyst, or a similar role supporting enterprise technology initiatives.
• Minimum 3+ years of hands-on experience working with ServiceNow Strategic Portfolio Management (SPM), including Demand Management, Collaborative Work Management, and Strategic Planning capabilities.
• Minimum 5+ years of experience in business analysis disciplines, including requirements elicitation, process mapping, gap analysis, stakeholder management, and documentation.
• Minimum 3+ years of experience working in Agile, Lean-Agile, Scaled Agile, or hybrid delivery environments, including user story creation, backlog refinement, sprint planning, and acceptance criteria development.
• Agile, Lean-Agile, SAFe, or comparable Agile certification.
• Strong experience translating business requirements into actionable technical and functional deliverables.
• Strong analytical, problem-solving, facilitation, communication, and organizational skills.
• Ability to effectively communicate with both technical and non-technical stakeholders.
• Proven ability to manage multiple priorities and deliver high-quality work in a fast-paced environment.

Travel:

• Limited travel may be required based on project and stakeholder engagement needs.

Degree:

• Bachelor's Degree in Business Administration, Information Technology, Computer Science, Engineering, or equivalent work experience.

Nice to Have: (But not a must)

• Experience supporting ServiceNow implementations, upgrades, platform modernization, or workflow automation initiatives.
• Experience preparing executive summaries, status reports, process documentation, training guides, and adoption materials.
• Experience supporting testing activities, including test case development, UAT coordination, defect triage, and business validation.
• ServiceNow certifications such as Certified System Administrator (CSA) or Strategic Portfolio Management-related certifications.
• Experience working in large enterprise or cross-functional transformation programs.

OFCCP Requirements (US Only)

Required Qualifications

• 3+ years of Business Analyst, Product Analyst, or Functional Analyst experience supporting enterprise technology initiatives.
• Hands-on experience with ServiceNow Strategic Portfolio Management (SPM), including Demand Management, Collaborative Work Management, and Strategic Planning.
• Experience working in Agile or hybrid delivery environments.
• Strong business analysis, requirements gathering, process mapping, and stakeholder management skills.
• Agile/SAFe or equivalent Agile certification.

Nice-to-Have Qualifications

• ServiceNow implementation or upgrade experience.
• ServiceNow certification(s).
• Experience supporting testing and UAT activities.
• Experience creating training and adoption materials.

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this remote role is [70 - 75 W2 hourly range]. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position is eligible for company benefits including participation in medical, dental, and vision insurance, flexible spending or health savings account, and AD&D insurance, employee assistance, participation in a 401k program, and additional voluntary or legally-required benefits

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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