Location: Riyad, KSA-Onsite

Employment Type: Contract

Position Summary

We are seeking a Techno-Functional Business Analyst (BA) with hands-on ServiceNow expertise to join our enterprise IT team. The ideal candidate will act as a bridge between business stakeholders and technical teams, gathering requirements, designing solutions, and ensuring successful implementation of ServiceNow modules (ITSM, ITOM, HRSD, CSM, etc.).

This role requires a blend of business analysis skills, process design knowledge, and ServiceNow platform expertise to translate business needs into scalable technical solutions.

Key Responsibilities

• Gather, document, and analyze business requirements for new and existing ServiceNow modules.
• Translate business needs into functional specifications, user stories, and acceptance criteria.
• Partner with developers and architects to design and implement ServiceNow solutions.
• Configure and support ServiceNow modules including (but not limited to) ITSM, ITOM, HRSD, CSM, CMDB, and Knowledge Management.
• Define and optimize workflows, forms, catalog items, and business rules.
• Support UAT (User Acceptance Testing) by creating test cases, validating functionality, and coordinating with stakeholders.
• Work closely with stakeholders to ensure compliance, governance, and best practices in ServiceNow deployments.
• Provide training and knowledge transfer to end users and support teams.
• Identify opportunities for automation, integration, and process improvements using ServiceNow capabilities.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
• 4+ years of experience as a Business Analyst with at least 2+ years in a ServiceNow techno-functional role.
• Hands-on experience with at least one major ServiceNow module (ITSM, ITOM, HRSD, or CSM).
• Strong skills in requirement gathering, process mapping, and documentation.
• Experience writing user stories, functional specifications, and acceptance criteria for ServiceNow projects.
• Ability to configure ServiceNow (forms, catalog items, workflows, notifications).
• Excellent communication skills for working with both technical and non-technical stakeholders.

Preferred Qualifications

• ServiceNow CSA (Certified System Administrator) certification.
• ServiceNow ITSM or ITOM certification(s).
• Experience with ServiceNow integrations (REST/SOAP APIs, 3rd party tools).
• Familiarity with Agile/Scrum delivery methodologies.
• Background in ITIL processes and IT Service Management best practices.
• Exposure to scripting languages (JavaScript, Glide scripting) for ServiceNow customization.