Toa Payoh - Business Analyst - ITSM / ITOM - ServiceNow

Position Overview

The Business Analyst (ITSM/ITOM – ServiceNow) will act as the key liaison between business stakeholders, IT operations, and the ServiceNow development team. This role involves analyzing business requirements, optimizing IT service management (ITSM) and IT operations management (ITOM) processes, and ensuring the effective delivery and continuous improvement of ServiceNow solutions to enhance operational efficiency and service delivery.

• Requirements Analysis: Gather, document, and translate business and technical requirements related to ITSM and ITOM processes into functional specifications for ServiceNow solutions.
• Process Optimization: Assess current IT service delivery and operations workflows; recommend and implement improvements leveraging ServiceNow best practices.
• Stakeholder Engagement: Collaborate with cross-functional teams including IT operations, infrastructure, and business units to ensure solutions meet organizational goals.
• ServiceNow Configuration Support: Work with developers and platform administrators to design, test, and implement new ServiceNow modules and enhancements.
• Data & Reporting: Develop dashboards and reports to support performance metrics, SLAs, and continuous service improvement initiatives.
• Testing & Validation: Support UAT and system testing to validate ServiceNow functionalities and ensure alignment with business needs.
• Change Management: Assist in creating documentation, training materials, and communication plans to support adoption of new processes and ServiceNow features.

• Bachelor’s degree in Information Technology, Business Administration, or related field.
• 3–5 years of experience as a Business Analyst in ITSM/ITOM environments.
• Strong understanding of ITIL framework and service management processes (Incident, Problem, Change, CMDB, Discovery, Event Management).
• Hands-on experience with ServiceNow modules (ITSM, ITOM, CMDB, Discovery, Event Management).
• Ability to translate technical details into business language and vice versa.
• Excellent analytical, communication, and stakeholder management skills.

• ServiceNow Certified System Administrator (CSA) or ITSM/ITOM certifications.
• Experience with automation, workflow design, and data integration on the ServiceNow platform.
• Familiarity with Agile delivery methodologies.