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BSA – ITSM
Jeevan Technologies (a Nobl Q company). Gather, analyze, and document business requirements for ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in gathering and analyzing business requirements for ServiceNow ITSM modules, translating them into functional specifications, and supporting implementation aligned with ITIL best practices. Proficient in Agile methodologies, functional testing, and stakeholder management to ensure successful project outcomes.
Highest-signal resume keywords
ServiceNow ITSM ImplementationITIL Best PracticesBusiness Requirements GatheringAgile MethodologiesFunctional Testing and UAT
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Process AnalysisFunctional DocumentationUser StoriesAcceptance CriteriaProcess Flow DiagramsDefect TrackingRequirement ValidationStakeholder ManagementConfiguration of ServiceNow ITSMProcess Optimization
Soft Skills
Analytical SkillsProblem-SolvingCommunication SkillsPresentation SkillsCollaboration
Tools & Technologies
ServiceNowServiceNow ReportingServiceNow DashboardsServiceNow Workflow Analysis
Certifications & Qualifications
Certified System Administrator (CSA)Certified Implementation Specialist (CIS)
Industry Keywords
IT Service ManagementIncident ManagementProblem ManagementChange ManagementRequest ManagementKnowledge ManagementAgile CeremoniesBacklog Management
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Gather, analyze, and document business requirements for ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Request Management, and Knowledge Management
- Conduct stakeholder interviews, workshops, and requirement-gathering sessions
- Identify process improvement opportunities
- Translate business requirements into functional specifications, user stories, acceptance criteria, and process flow diagrams
- Collaborate with ServiceNow developers, architects, and technical teams to ensure effective implementation
- Analyze ITSM processes and recommend improvements aligned with ITIL best practices
- Support configuration and implementation of ServiceNow ITSM solutions
- Prepare and maintain BRDs, functional specifications, process documentation, and project artifacts
- Participate in backlog grooming, sprint planning, and Agile ceremonies
- Develop and execute functional test scenarios and support User Acceptance Testing (UAT)
- Validate test results and coordinate defect resolution
- Manage stakeholder expectations, communicate project updates, and facilitate issue resolution
- Support change management, user training, and post-implementation activities
Requirements
What you’ll need- 4+ years of experience preferred
- Strong experience as a Business Analyst in ServiceNow ITSM implementations or enhancement projects
- Good understanding of ServiceNow ITSM modules, including Incident, Problem, Change, Request, and Knowledge Management
- Strong knowledge of ITIL processes and IT Service Management best practices
- Experience in requirement gathering, stakeholder management, business process analysis, and functional documentation
- Proficiency in preparing BRDs, functional specifications, user stories, acceptance criteria, and process flow diagrams
- Experience working with ServiceNow developers and technical teams to translate business requirements into functional solutions
- Hands-on experience with Agile methodologies, Scrum practices, sprint planning, and backlog management
- Experience in functional testing, UAT coordination, defect tracking, and requirement validation
- Excellent analytical, problem-solving, communication, and presentation skills
- Ability to manage multiple priorities, work independently, and collaborate effectively with cross-functional teams
- ServiceNow certifications such as Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) are preferred
- Experience with ServiceNow reporting, dashboards, workflow analysis, and process optimization is an added advantage
- Second position needs some knowledge in SPM
Benefits
Comp & perks- Remote work arrangement