Business Analyst - ServiceNow GRC & SPM

Role purpose

Key responsibilities

• Plan and facilitate discovery interviews, workshops, walkthroughs, and requirement-validation sessions.
• Document business objectives, scope, stakeholders, processes, controls, data needs, reports, notifications, roles, and acceptance criteria.
• Develop current-state and future-state process models, BRDs, user stories, use cases, process narratives, decision logs, and traceability matrices.
• Break down approved capabilities into prioritized requirements and identify dependencies, assumptions, exclusions, and unresolved decisions.
• Work with ServiceNow consultants and architects to validate feasibility without prescribing technical solutions.
• Define functional data and integration requirements, including mappings, ownership, validation rules, reconciliation needs, and business acceptance.
• Prepare UAT scenarios and test cases and support execution, defect clarification, retesting, and sign-off.
• Maintain scope and change control and assess downstream impacts on design, data, integration, testing, effort, and schedule.
• Develop training materials, conduct end-user training, provide demonstrations and knowledge transfer, and maintain handover documentation.
• Maintain meeting outputs, action logs, decisions, and stakeholder approvals.

Mandatory experience and knowledge

• At least 5 years of business-analysis experience, including at least 2 years on ServiceNow implementation projects.
• Previous ServiceNow implementation experience in at least one relevant GRC, IRM, SPM, portfolio, demand, project, or related domain.
• Experience producing BRDs, process maps, user stories, acceptance criteria, use cases, traceability matrices, and UAT test cases.
• Ability to facilitate workshops with business owners, subject-matter experts, technical teams, and senior stakeholders.
• Understanding of data, integration, role, workflow, notification, report or dashboard, and non-functional requirement categories.
• Strong analytical writing and the ability to separate confirmed scope from assumptions, recommendations, and open issues.

Preferred experience

• Experience across both GRC/IRM and SPM; deep experience in one with working exposure to the other is acceptable.
• Knowledge of BPMN, BABOK, agile delivery, ServiceNow implementation methodology, and regulated-enterprise governance.
• Experience with Jira, Azure DevOps, ServiceNow Agile Development, Confluence, or equivalent requirements tools.
• Arabic language proficiency is strongly preferred; professional English is required.

Academic and professional certifications

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, Engineering, Finance, Accounting, Risk Management, or a related discipline is required.
• A recognized business-analysis certification or advanced training, such as CBAP, CCBA, PMI-PBA, BCS Business Analysis, IIBA-AAC, or equivalent, is required.
• ServiceNow Certified System Administrator is strongly preferred.
• CIS-RC, CIS-SPM, or relevant ServiceNow implementation micro-certifications or accreditations are preferred.
• Relevant domain certification in risk, audit, compliance, BCM, project management, portfolio management, or agile delivery is preferred.