ServiceNow Business Analyst

About Our Client

Our client is a pioneering, forward-thinking organization dedicated to developing life-changing healthcare innovations and therapeutic solutions. Driven by a culture of collaboration and cutting-edge science, they focus on improving global patient outcomes by accelerating the delivery of breakthrough medicines. They treat their internal technology ecosystem with the same high standards as their scientific research, ensuring their teams have the best digital tools to succeed. To support their growing digital infrastructure, they are looking for a talented ServiceNow Business Analyst to join their IT Service Management (ITSM) team.

The Opportunity

Are you a problem-solver who loves bridging the gap between business strategy and technical execution? In this role, you won’t just be gathering requirements—you will be the strategic bridge transforming how cross-functional teams (including IT operations, security, and infrastructure) collaborate. You will have a direct hand in optimizing a robust ServiceNow platform to enhance operational efficiency across the entire global organization.

What You’ll Do (Key Responsibilities)

• Be the Bridge: Collaborate deeply with stakeholders via interviews and workshops to translate complex business needs into clear, actionable technical specifications.

• Optimize Workflows: Analyze existing business processes, map out future-state workflows, and recommend ServiceNow best practices to eliminate friction.

• Design Solutions: Partner closely with developers to create user stories, use cases, and acceptance criteria that guide flawless execution.

• Ensure Excellence: Develop test plans, lead User Acceptance Testing (UAT), and ensure deployments meet business needs perfectly.

• Empower Users: Create engaging training materials and deliver sessions to ensure smooth platform adoption, while providing ongoing support and troubleshooting.

• Drive Innovation: Stay ahead of the curve on ServiceNow features, modules, and industry trends to continuously recommend platform optimizations.

What We Are Looking For

• Experience: 3+ years of experience as a Business Analyst, with a strong background working specifically within a ServiceNow environment.

• Platform Knowledge: Solid familiarity with ServiceNow modules such as ITSM, ITOM, or ITBM.

• Analytical Mindset: A sharp eye for detail with a proven ability to interpret data, map complex workflows, and make informed decisions.

• Communication Skills: Exceptional interpersonal skills with the ability to confidently present ideas and facilitate discussions between IT and business units.

• Tools & Frameworks: Proficiency in MS Office, project management tools, and requirements-gathering techniques. Knowledge of ITIL processes is a huge plus!

• Education & Certification: Bachelor’s degree in IT, Computer Science, or equivalent experience. A ServiceNow Certified System Administrator (CSA) credential is a definite advantage.