Hybrid ServiceNow Business Analyst - ITSM & ITIL

NTT DATA, Inc.; Johannesburg; Hybrid; ZAR 420,000 - 640,000; Full time

Job summary

NTT DATA is seeking a ServiceNow Business Analyst (ITSM specialism) to bridge business needs and technical delivery within our ServiceNow Practice. You will gather requirements, write user stories, coordinate testing, and support releases.

Hybrid working in Johannesburg, you will collaborate with the Product Owner, Delivery Manager, and development team to refine ITSM/ITOM/ITAM/SAM roadmaps and ensure ITIL-aligned processes.

Qualifications

• Experience eliciting and documenting business requirements.
• Ability to translate needs into development-ready user stories and acceptance criteria.
• Strong stakeholder management across seniority levels.
• Experience coordinating testing activities including UAT and sign-off.

Responsibilities

• Lead and facilitate workshops with business stakeholders to elicit, capture, and validate requirements.
• Translate requirements into development-ready user stories, acceptance criteria, and process maps.
• Own and maintain the requirements backlog for the product domain with prioritised stories.

Skills

Workshops facilitation

Requirements elicitation

Stakeholder management

User stories writing

Agile testing support

Excellent communication

ITIL familiarity

Tools

Jira

Azure DevOps

ServiceNow Agile Development

Job description

NTT DATA is seeking a ServiceNow Business Analyst (ITSM specialism) to bridge business needs and technical delivery within our ServiceNow Practice. You will gather requirements, write user stories, coordinate testing, and support releases.

Hybrid working in Johannesburg, you will collaborate with the Product Owner, Delivery Manager, and development team to refine ITSM/ITOM/ITAM/SAM roadmaps and ensure ITIL-aligned processes.