ServiceNow ITSM BA: Bridge Business & Tech

NTT DATA, Inc.; Johannesburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA, Inc. is seeking a ServiceNow Business Analyst (ITSM specialism) to join our ServiceNow Practice. You will gather and translate business requirements, create development-ready user stories, coordinate testing, and support release sign-off across ITSM/ITOM/ITAM/SAM domains.

You will bridge business needs and technical delivery while aligning with the product roadmap. Hybrid working environment in Johannesburg; you will collaborate with the Product Owner, Delivery Manager, and

Qualifications

• Proven BA in enterprise IT or digital transformation.
• Strong requirements elicitation, workshop facilitation, and stakeholder management.
• Experience writing high-quality user stories and acceptance criteria for agile teams.
• Ability to coordinate testing activities, including defining test scenarios and UAT.
• Excellent communication and documentation skills.
• Experience with ServiceNow ITSM/ITOM/ITAM/SAM modules.
• Familiarity with ITIL frameworks and ServiceNow configuration.
• Experience engaging with IT operations teams and service desks.

Responsibilities

• Lead workshops with business stakeholders to elicit, capture, and validate requirements.
• Translate business requirements into clear, development-ready user stories and acceptance criteria.
• Own and refine the requirements backlog with the Product Owner.
• Support the Sprint Intake Review with detailed stories and criteria.
• Coordinate functional testing and UAT, ensuring acceptance criteria are met.
• Act as liaison between business and QA to align test cases with requirements.
• Identify scope changes, risks, and dependencies and escalate appropriately.
• Contribute to Release Readouts and continuous improvement efforts.
• Maintain traceability from requirements to delivery with thorough documentation.
• Support ITSM product roadmap refinement with detailed context.

Skills

Requirements elicitation

Workshop facilitation

Stakeholder management

User stories

Testing coordination

Documentation

ServiceNow ITSM/ITOM/ITAM/SAM

ITIL knowledge

Tools

Jira

Azure DevOps

ServiceNow Agile Development

Job description

NTT DATA, Inc. is seeking a ServiceNow Business Analyst (ITSM specialism) to join our ServiceNow Practice. You will gather and translate business requirements, create development-ready user stories, coordinate testing, and support release sign-off across ITSM/ITOM/ITAM/SAM domains.

You will bridge business needs and technical delivery while aligning with the product roadmap. Hybrid working environment in Johannesburg; you will collaborate with the Product Owner, Delivery Manager, and