ServiceNow Business Analyst

Zoho; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

TriluxTech is seeking an experienced Senior Business Analyst to lead ServiceNow ITSM transformations for enterprise initiatives in the United States. The role requires defining business needs, translating them into user stories, and collaborating with stakeholders across architecture and development teams.

You will work in an Agile environment, facilitate workshops, and manage UAT, ensuring delivery-ready backlogs and future-state roadmaps aligned with best practices.

Qualifications

• 6+ years of Business Analysis experience delivering enterprise technology or ServiceNow transformation initiatives.
• Experience partnering with business stakeholders, Product Owners, Architects, and Development teams to translate business needs into actionable user stories and functional requirements.
• Strong experience as a Business Analyst within ServiceNow ITSM, with understanding of Incident, Problem, Change, Request, Knowledge, and Service Catalog processes.
• Experience supporting the implementation or enhancement of one or more ServiceNow modules, including HRSD, SPM, or ITOM.
• Experience facilitating workshops, process-mapping sessions, backlog grooming sessions, and stakeholder governance meetings.
• Experience managing User Acceptance Testing (UAT), including defining test scenarios, coordinating business validation, and tracking defects through resolution.
• Experience working in Agile delivery environments and supporting sprint planning, backlog refinement, release planning, and prioritization activities.
• Ability to perform current-state and future-state analysis and drive process improvements aligned with ServiceNow best practices.
• Demonstrated ability to anticipate delivery dependencies, identify prerequisite activities for upcoming sprints, and maintain a delivery-ready backlog.

Skills

Business Analysis

ServiceNow ITSM

Stakeholder collaboration

Agile delivery

UAT & testing

Backlog management

ServiceNow governance

Now Assist / GenAI

Jira

Azure DevOps

Tools

Jira

Azure DevOps

Now Assist

GenAI in SN

Job description

Shift - 2:30 PM to 11:30 PMExperience level - 6+ Years Experience

Required Experience

• 6+ years of Business Analysis experience delivering enterprise technology or ServiceNow transformation initiatives.
  
• Experience in partnering with business stakeholders, Product Owners, Architects, and Development teams to translate business needs into actionable user stories and functional requirements.
  
• Strong experience as a Business Analyst within ServiceNow ITSM, with a solid understanding of Incident, Problem, Change, Request, Knowledge, and Service Catalog processes.
  
• Experience supporting the implementation or enhancement of one or more ServiceNow modules, including HRSD, SPM, or ITOM.
  
• Experience facilitating workshops, process-mapping sessions, backlog grooming sessions, and stakeholder governance meetings.
  
• Experience managing User Acceptance Testing (UAT), including defining test scenarios, coordinating business validation, and tracking defects through resolution.
  
• Experience working in Agile delivery environments and supporting sprint planning, backlog refinement, release planning, and prioritization activities.
  
• Ability to perform current-state and future-state analysis and drive process improvements aligned with ServiceNow best practices.
  
• Demonstrated ability to anticipate delivery dependencies, identify prerequisite activities for upcoming sprints, and maintain a delivery-ready backlog.
  

Preferred Experience

• Good to have experience working with Now Assist and ServiceNow GenAI capabilities, including identifying opportunities to improve user and operational experiences through AI-enabled workflows.
  
• Experience working within ServiceNow governance frameworks and platform best practices.
  
• Exposure to large-scale enterprise ServiceNow transformation programs involving multiple modules and stakeholder groups.
  
• Experience leading recurring stakeholder governance or operational cadence meetings.
  
• Familiarity with Agile Development 2.0 methodologies and tools such as Jira and Azure DevOps.
  

Technical Knowledge & Certifications

• ServiceNow Certified System Administrator (CSA) certification.
  
• Strong understanding of ServiceNow platform capabilities and ITSM processes.
  
• Working knowledge of ServiceNow modules such as HRSD, SPM, or ITOM.
  
• Foundational understanding of CMDB, Configuration Management concepts, and their relationship to ServiceNow platform implementations.
  
• Familiarity with Service Catalog and Request Management processes.
  
• Awareness of integration concepts, platform governance, and ServiceNow best practices.
  

Key Attributes

• Able to operate independently while influencing stakeholders across business and technical teams.
  
• Thinks beyond immediate sprint requirements and proactively prepares future backlog items, dependencies, and decisions.
  
• Comfortable challenging existing processes and recommending improvements based on ServiceNow leading practices.
  
• Strong communicator who can engage effectively with executives, process owners, Product Owners, developers, and end users.
  
• Demonstrates curiosity and enthusiasm for emerging ServiceNow capabilities, including AI-powered features such as Now Assist.