Business Analysis & Requirements Gathering Engage with business users, process owners, and technical teams to understand current-state processes, pain points, and business objectives. Conduct workshops, interviews, and discovery sessions to elicit functional and non-functional requirements. Document requirements in the form of: Business Requirement Documents (BRDs) Functional Requirement Specifications (FRS) User stories Process flows Use cases Acceptance criteria Analyze existing workflows and identify opportunities for automation and optimization using ServiceNow capabilities. ServiceNow Solution Support Partner with ServiceNow developers, architects, administrators, and product owners to translate business needs into feasible platform solutions. Support design discussions for modules such as: ITSM ITOM ITAM HRSD CSM SecOps GRC/IRM CMDB Service Portal / Employee Center Ensure proposed solutions align with business goals, platform best practices, and governance standards. Assist in backlog prioritization and release planning. Process Improvement Evaluate current business processes and recommend future-state improvements. Identify standardization opportunities across workflows, catalog items, approvals, incident/problem/change processes, and reporting. Drive process simplification and help reduce manual effort through ServiceNow automation. Testing & Validation Define test scenarios and support creation of test cases based on agreed requirements. Coordinate and support User Acceptance Testing (UAT). Validate delivered solutions against business requirements and acceptance criteria. Track defects, gaps, and remediation actions. Stakeholder Management & Communication Serve as the liaison between business stakeholders and ServiceNow technical teams. Provide regular updates on requirements, scope, risks, and delivery progress. Facilitate requirement sign-off and alignment across impacted teams. Support change management, knowledge transfer, and end-user communication. Documentation & Reporting Maintain accurate documentation for requirements, workflows, decisions, and configurations. Develop dashboards, reports, and status summaries for leadership and project teams. Ensure traceability from business requirement to delivered solution. Project / Agile Delivery Support Participate in Agile ceremonies such as backlog grooming, sprint planning, daily stand-ups, sprint reviews, and retrospectives. Assist Product Owners / Project Managers in scope definition, prioritization, and delivery tracking. Support release readiness and post-implementation reviews.
