Position: Senior Business Analyst - ServiceNow Platform

Role Summary

NTT DATA Services currently seeks a Business Analyst" to join our team remotely. The Senior Business Analyst serves as the liaison between business stakeholders and the ServiceNow engineering team. This individual is responsible for understanding business objectives, analyzing processes, defining requirements, managing demand, and ensuring ServiceNow solutions deliver measurable business value while aligning to platform standards and roadmap objectives.

Role Responsibilities
Experience

• 5+ years of Business Analyst experience in enterprise IT environments
• 3+ years working directly with ServiceNow implementations, enhancements, or platform management
• Experience supporting Agile/Scrum development teams
• Proven track record translating business needs into functional requirements and user stories
• Experience working with executive stakeholders and business process owners

ServiceNow Knowledge
Must have practical knowledge of:

• ITSM
• Service Catalog
• Knowledge Management
• CMDB fundamentals
• Change Management
• Incident Management
• Request Management

Preferred:

• ITOM
• SPM/PPM
• HRSD
• ITAM
• Security Operations
• CSM

Core Responsibilities
Requirements Management

• Elicit and document business requirements
• Facilitate stakeholder workshops and discovery sessions
• Develop:
  • User Stories
  • Use Cases
  • Business Process Flows
  • Functional Requirements
  • Acceptance Criteria
• Validate requirements with business owners before development begins

Process Analysis

• Analyze current-state and future-state processes
• Identify opportunities for automation and optimization
• Recommend ServiceNow capabilities that improve efficiency and user experience
• Perform impact assessments for requested changes

Agile Product Support

• Partner with Product Owners and Engineering Managers
• Maintain backlog quality and prioritization
• Support sprint planning and backlog refinement
• Assist with release readiness and user acceptance testing

Stakeholder Management

• Build relationships with:
  • Business leaders
  • Process owners
  • Service owners
  • Technical teams
• Manage stakeholder expectations and priorities
• Communicate project status and risks effectively

Governance & Platform Strategy

• Ensure demand aligns with platform standards
• Support solution governance reviews
• Assist with roadmap planning and prioritization
• Help identify duplicate or conflicting requirements across business units

Required Skills/Experience

Required Skills
Business Analysis

• Requirements elicitation
• Business process modeling
• Root cause analysis
• Gap analysis
• Documentation management
• Workshop facilitation

Technical Understanding

• Understanding of ServiceNow architecture
• Ability to read and understand:
  • Workflow diagrams
  • Data models
  • Integration requirements
  • Solution designs
• Familiarity with REST APIs and integrations

Communication

• Executive-level presentation skills
• Strong written communication
• Conflict resolution and negotiation skills
• Ability to simplify technical concepts for non-technical audiences

Preferences

Preferred Certifications
ServiceNow

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (any module)
• ServiceNow Micro-Certifications

Business Analysis

• CBAP
• CCBA
• PMI-PBA
• Agile Analysis Certification

Agile

• Certified Scrum Product Owner (CSPO)
• SAFe Practitioner
• SAFe Product Owner/Product Manager

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is ($x - x/hourly ). This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.