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AI Summary
The Business Analyst acts as the bridge between business stakeholders and technical teams to drive backlog refinement and requirements gathering. They are responsible for translating business objectives into actionable user stories and improving platform adoption within the ITSM framework.
JOB SUMMARY
We are looking for a highly experienced Business Analyst to support the ITSM engagement. The Business Analyst serves as the primary bridge between business stakeholders and the technical delivery team. You will drive backlog refinement, requirements gathering, and process alignment — ensuring that business objectives are translated into prioritized, actionable user stories that enable efficient sprint execution.
KEY RESPONSIBILITIES
- Drive backlog refinement sessions, requirements gathering workshops, and process alignment activities with stakeholders.
- Translate complex business objectives and operational pain points into clearly defined, prioritized user stories and delivery roadmaps.
- Partner with stakeholders across ITSM business to improve platform adoption, delivery outcomes, and operational efficiency.
- Collaborate closely with the Solution Architect to ensure user stories contain sufficient technical detail and are aligned with platform architecture.
- Facilitate process improvement initiatives, introducing best practices to address inefficiencies identified in the previous engagement.
- Contribute to the Team Working Agreement, defining roles, responsibilities, and handoff procedures.
- Support the establishment of performance metrics and throughput measurement frameworks (e.g., story points, velocity tracking).
- Participate in sprint ceremonies, providing business context and acceptance criteria clarity to the development team.
- Provide clear documentation of business requirements, process flows, and enhancement recommendations.
JOB QUALIFICATIONS
- Experience in IT consulting, business analysis, or product ownership roles within enterprise technology environments.
- Demonstrable experience working on ServiceNow implementations or managed services engagements.
- Strong skills in requirements elicitation, user story writing, and Agile backlog management.
- Proven ability to manage stakeholder relationships at all levels of a large enterprise organisation.
- Experience facilitating process improvement and change management initiatives.
- Excellent written and verbal communication skills; ability to translate technical concepts for business audiences and vice versa.
- Proficiency with Jira or equivalent Agile project management tools.
PREFERRED QUALIFICATIONS
- Prior experience supporting ITSM-focused engagements (Incident, Problem, Change, Asset Management).
- Familiarity with ServiceNow platform capabilities, including ITSM and CSM modules.
- Experience working in regulated industries such as healthcare, medical devices, or life sciences.
- Exposure to CSM (Customer Service Management) as part of a broader ServiceNow program.
CERTIFICATIONS
- Certified System Administrator (CSA) — Advantageous
- ServiceNow Micro-certification in ITSM, ITOM, or Business Process — Advantageous
- Agile/Scrum certification (e.g., CSPO, PSPO) — Preferred
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