Role purpose: Bridge business stakeholders and the ServiceNow platform team — translate process needs into well-defined, buildable requirements across ITSM/ITOM/ITAM/other ServiceNow modules and related workflows.
Key responsibilities
- Elicit, analyse and document business requirements; convert them into user stories, acceptance criteria and process flows.
- Map current-state processes to ServiceNow out-of-the-box capability; recommend configuration over customisation.
- Work with developers/architects through backlog grooming, sprint planning and design walkthroughs.
- Configure low-complexity items (forms, flows, catalogue items, reports/dashboards) where required.
- Drive UAT — test scenarios, defect triage, sign-off — plus training material, SOPs and go-live support.
- Support data alignment, governance and post-release adoption tracking.
Skills and experience
- 6–8 years business analysis experience, with 3+ years on ServiceNow.
- Strong grasp of ITIL processes (Incident, Problem, Change, Request, CMDB); ITIL v4 Foundation preferred.
- Hands-on with ServiceNow modules such as ITSM, ITOM, SPM/ITBM, HRSD or CSM (as relevant).
- Agile/Scrum delivery, JIRA or ServiceNow Agile Development, strong documentation skills (BRD/FSD, RTM).
- Excellent stakeholder management and written/verbal communication.
- ServiceNow CSA and CIS certifications desirable;
Skills Required
- 6-8 years of business analysis experience
- At least 3 years of ServiceNow experience
- Strong understanding of ITIL processes, including Incident, Problem, Change, Request, and CMDB
- ITIL v4 Foundation certification
- Hands-on experience with relevant ServiceNow modules, such as ITSM, ITOM, SPM/ITBM, HRSD, or CSM
- Agile/Scrum delivery experience
- Experience with JIRA or ServiceNow Agile Development
- Strong documentation skills, including BRD, FSD, and RTM
- Excellent stakeholder management and written and verbal communication skills
- ServiceNow CSA and CIS certifications
What We Do
Two95 International Inc., is a global technology firm specializing in enterprise solutions that evolves over BPM, Mobility, Cloud, Analytics, E-commerce & Social Business. Our client base includes several Fortune 500 and mid-market companies across industries and varying geographies. With vast knowledge and knowhow of 20 years in the IT field, we have been chosen as INC500 fastest growing company in North America in 2013. With the accolade of being ranked 11th in Human Resources by INC500, we have also been nominated as the 3rd fastest growing company in South Jersey by SJBM. We are ranked among the Top 20 IT Companies in New Jersey based on the year-on-year growth for the last 3 years. With a seasoned team of highly qualified personnel, our offices are located in New Jersey, Canada and India.
