Delivery Centric is seeking a skilled ServiceNow Business Analyst with experience in Customer Service Management (CSM), Strategic Portfolio Management (SPM), and Order Management. You’ll play a pivotal role in bridging business needs and platform capabilities — working to streamline processes, enhance workflows, and ensure successful implementation of ServiceNow solutions. If you thrive in collaborative environments and are passionate about digital transformation, this is an excellent opportunity to make a measurable impact.
Key Responsibilities:
- Process Mapping & Optimization
- Analyze current business workflows and identify areas of inefficiency
- Design future-state processes aligned with business goals
- Perform gap analyses and create process documentation and flow diagrams
- Requirements Gathering
- Facilitate workshops and sessions with stakeholders to elicit business and technical requirements
- Translate business needs into clear, actionable technical requirements
- Create detailed user stories with acceptance criteria
- Testing & Quality Assurance
- Develop and execute test cases to ensure solutions meet requirements
- Oversee User Acceptance Testing (UAT) and validate successful delivery
- Ensure solutions align with both functional and non-functional business needs
- Impact Delivery
- Drive process automation to improve efficiency and reduce costs
- Translate manual processes into digital workflows
- Enable data-driven decision-making with improved reporting capabilities
- Enhance user experience for both internal teams and external stakeholders
Qualifications:
- 4+ years of business analysis experience, preferably with ServiceNow platforms
- Hands-on experience with ServiceNow CSM, SPM, or Order Management modules is highly preferred
- Strong skills in process mapping, gap analysis, and documentation
- Familiarity with Agile methodology and creating user stories
- Excellent communication, stakeholder management, and facilitation skills
- Experience with test planning, UAT oversight, and post-deployment validation
At Delivery Centric, we are committed to delivering meaningful digital transformation. As a ServiceNow Business Analyst, you’ll be at the forefront of driving automation, process efficiency, and business impact. Join our dynamic and forward-thinking team to lead change, collaborate across departments, and shape solutions that matter.