Senior Business Analyst - ServiceNow Platform

Position: Senior Business Analyst – ServiceNow Platform

Role Summary

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

For more than 25 years, NTT DATA Services have focused on impacting the core of your business operations with industry-leading outsourcing services and automation. With our industry-specific platforms, we deliver continuous value addition, and innovation that will improve your business outcomes. Outsourcing is not just a method of gaining a one-time cost advantage, but an effective strategy for gaining and maintaining competitive advantages when executed as part of an overall sourcing strategy.

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

About NTT DATA Services:

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit nttdata.com or LinkedIn to learn more.

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.