ServiceNow Business Analyst Lead
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Key skills for this role
About the Role
DXC Technology is seeking a ServiceNow Business Analyst Lead to drive the continuous development and enhancement of ServiceNow platform capabilities. The role involves capturing requirements, shaping user stories, and supporting backlog-driven delivery across ITSM, HRSD, and CSM domains.
Key Skills for This Role
Responsibilities
- Work with stakeholders to gather and document requirements for ServiceNow enhancements
- Translate business requirements into clear user stories, functional specifications, and acceptance criteria
- Support backlog driven delivery including requirement clarification, refinement, and participation in grooming sessions
- Ensure requirements are technically feasible within ServiceNow and aligned with existing platform design
- Work closely with developers to clarify requirements and validate implemented solutions
- Support testing and validation activities including functional validation and UAT coordination
- Contribute to continuous improvement of service workflows and standardization across service domains
Requirements
- 7+ years of Business Analysis experience with hands on exposure to the ServiceNow platform
- Strong understanding of ServiceNow capabilities and modules including ITSM, HRSD, or CSM
- Proven experience working on ServiceNow implementations or enhancements
- Ability to translate business requirements into ServiceNow aligned user stories and designs
- Experience with backlog management and Agile delivery models
- Strong understanding of service workflows, approvals, and SLA driven processes
Full Job Posting
Job Summary
- We are seeking a ServiceNow Business Analyst Lead to support the continuous development and enhancement of ServiceNow platform capabilities across multiple service domains.
- This role focuses on capturing, shaping, and supporting the delivery of backlog driven enhancements, working closely with technical teams and stakeholders to translate requirements into implementable ServiceNow solutions.
Key Responsibilities
- Work with stakeholders to gather and document requirements for ServiceNow enhancements, including ITSM, HRSD/Enterprise Services, CSM and customer facing processes.
- Translate business requirements into clear user stories and functional specifications, acceptance criteria aligned to ServiceNow capabilities, process flows and workflow definitions.
- Support backlog driven delivery including requirement clarification and refinement, participation in backlog grooming and prioritisation, continuous alignment with development teams.
- Ensure requirements are technically feasible within ServiceNow, aligned with existing platform design and reusable patterns, and clearly understood by developers.
- Work closely with developers to clarify functional and process requirements and validate implemented solutions against business expectations.
- Support testing and validation activities including functional validation of delivered enhancements, assisting in UAT coordination and feedback capture, ensuring acceptance criteria are met.
- Contribute to continuous improvement of service workflows, identifying process improvement opportunities and supporting standardisation across service domains.
Required Experience & Skills
- 7+ years of Business Analysis experience with hands on exposure to the ServiceNow platform (mandatory).
- Strong understanding of ServiceNow capabilities and modules, including one or more of: ITSM, HRSD/Enterprise Services, CSM.
- Proven experience working on ServiceNow implementations or enhancements, workflow driven and catalog based processes.
- Ability to translate business requirements into ServiceNow aligned user stories and designs.
- Experience with backlog management and refinement, Agile delivery models.
- Strong understanding of service workflows, approvals, and SLA driven processes, process mapping and requirement documentation.
Preferred / Additional Experience
- Experience working in multi module ServiceNow environments, large scale or enterprise ServiceNow platforms.
- Exposure to integration requirements and API driven flows, portal or user experience improvements.
- Certifications: CSA preferred; CBAP or equivalent is a plus.
About DXC Technology
- At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.
- We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment Fraud Notice
- DXC does not make offers of employment via social media networks and never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.
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