Lead Business Analyst

The candidate will have responsibilities across the following functions:
Requirements and Analysis:
Elicit, analyse, and document business and functional requirements for ServiceNow solutions.
Conduct stakeholder interviews, workshops, and requirement walkthroughs.
Translate requirements into user stories and acceptance criteria. Functional specifications. Process flows (As-Is / To-Be).
Perform gap analysis and identify improvement opportunities using ServiceNow capabilities.
ServiceNow Platform Support:
Support implementation and enhancement of ServiceNow modules such as ITSM (Incident, Problem, Change, Request), CMDB, ITOM, HRSD, and CSM / SPM (as applicable).
Ensure solutions align with ServiceNow best practices and platform standards.
Collaborate with ServiceNow developers and architects to clarify requirements and solution design.
Agile and Delivery Support:
Participate in agile ceremonies, including sprint planning, backlog refinement, reviews, and retrospectives.
Assist Product Owners with backlog prioritisation and scope definition.
Support QA teams with requirement validation, test scenarios, and defect analysis.
Coordinate and support User Acceptance Testing (UAT) and obtain business sign-offs.
Documentation and Stakeholder Management:
Maintain documentation such as BRD, FRD, user stories, process diagrams, and traceability matrices
Act as the primary liaison between business users and technical teams
Proactively identify risks, dependencies, and impacts and communicate to stakeholders
Requirements:
Bachelor's degree in business, information technology, engineering, or a related field.
4+ years of experience as a business analyst.
At least 2-3 years of hands-on experience with ServiceNow projects.
Strong understanding of ServiceNow platform fundamentals. ITIL processes and service management concepts.
Experience working in Agile and/or Waterfall environments.
Excellent communication, documentation, and stakeholder management skills.
Good to Have:
Requirements elicitation and analysis.
User story creation and acceptance criteria definition.
Process modelling and workflow analysis.
Stakeholder facilitation and collaboration.
Tools: ServiceNow, JIRA / Azure DevOps, and Confluence / SharePoint.
Nice-to-Have:
ServiceNow Certified System Administrator (CSA).
ITIL Foundation certification.
Experience with ServiceNow workflows, service catalogues, and integrations.
Exposure to ServiceNow reporting and Performance Analytics.
Experience working in enterprise or managed services environments.
Soft Skills:
Strong analytical and problem-solving skills.
High attention to detail.
Proactive and self-motivated.
Ability to manage multiple priorities and stakeholders.
Collaborative team player with a customer-focused mindset.

Experience
4-8 yrs