Senior Business Analyst
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Key skills for this role
About the Role
Insight is seeking a Senior Business Analyst for a ServiceNow ITSM transformation programme in Dubai. The role involves leading requirements capture, process documentation, stakeholder validation, and UAT coordination.
Key Skills for This Role
Responsibilities
- Lead requirements elicitation, validation and documentation across ITSM, ITAM, HRSD and integration workstreams
- Facilitate stakeholder workshops to define and confirm process flows, approval matrices and service lifecycle requirements
- Produce and maintain user stories, process maps, acceptance criteria and requirements traceability matrices
- Coordinate with process owners to validate configured workflows and ensure alignment to ITIL based operating models
- Lead UAT coordination including test scenario design, tester onboarding, defect review facilitation and formal sign off management
- Identify and escalate scope gaps, process conflicts and requirements risks through programme governance
- Collaborate with the Solution Architect to ensure requirements are accurately reflected in approved designs
- Support change management and training activities by contributing process expertise to enablement materials
- Mentor and direct the mid level Business Analyst across requirements documentation activities
Requirements
- 6+ years of Business Analysis experience on ITSM or enterprise platform implementations
- Deep knowledge of IT Service Management processes and ITIL frameworks
- Strong facilitation and workshop delivery skills with senior stakeholders
- Proven experience in requirements traceability, user story authoring and acceptance criteria definition
- Experience coordinating UAT across multi module enterprise programmes
- Excellent documentation skills including process maps, swimlane diagrams and business requirements documents
- UAE based with ability to commit to full onsite engagement throughout programme phases
- Strong written and verbal communication skills in English
Full Job Posting
Role Overview
- We are seeking a Senior Business Analyst to Lead requirements capture, process documentation and stakeholder validation activities across a ServiceNow ITSM transformation programme.
Responsibilities
- Lead requirements elicitation, validation and documentation across ITSM, ITAM, HRSD and integration workstreams
- Facilitate stakeholder workshops to define and confirm process flows, approval matrices and service lifecycle requirements
- Produce and maintain user stories, process maps, acceptance criteria and requirements traceability matrices aligned to programme scope
- Coordinate with process owners to validate configured workflows and ensure alignment to ITIL based operating models
- Lead UAT coordination including test scenario design, tester onboarding, defect review facilitation and formal sign off management
- Identify and escalate scope gaps, process conflicts and requirements risks through programme governance
- Collaborate with the Solution Architect to ensure requirements are accurately reflected in approved designs
- Support change management and training activities by contributing process expertise to enablement materials
- Mentor and direct the mid level Business Analyst across requirements documentation activities
Required Skills & Qualifications
- 6+ years of Business Analysis experience on ITSM or enterprise platform implementations
- Deep knowledge of IT Service Management processes and ITIL frameworks – required
- Strong facilitation and workshop delivery skills with senior stakeholders
- Proven experience in requirements traceability, user story authoring and acceptance criteria definition
- Experience coordinating UAT across multi module enterprise programmes
- Excellent documentation skills including process maps, swimlane diagrams and business requirements documents
- UAE based with ability to commit to full onsite engagement throughout programme phases
- Strong written and verbal communication skills in English
- Prior ServiceNow implementation experience across ITSM, ITAM or HRSD modules
- Familiarity with ServiceNow Service Catalogue design and request fulfilment workflow requirements
- Background in ITIL process design and continual service improvement frameworks
Compensation
- Salary: 43,000 AED per month
Duration
- Duration: 6 12 months
Location
- Location: Dubai, UAE
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