Business Analyst (ServiceNOW) - #1778

The IT Business Analyst will support IT system development, enhancement and maintenance projects by gathering business requirements, preparing functional and technical documentation, coordinating with stakeholders and outsourced vendors, and ensuring the quality of project deliverables.

The role involves working closely with business users, technical teams and external vendors across both Agile and Waterfall project environments.

Key responsibilities include:

1. Business Requirements Gathering and Analysis

   • Engage business stakeholders to understand business needs, gather requirements and translate them into functional and technical specifications.

   • Analyse existing business processes and systems to identify gaps, improvement opportunities and enhancement requirements.

   • Prepare and maintain business requirements documents, functional specifications, user stories and other relevant project documentation.

   • Work with stakeholders and technical teams to clarify requirements and ensure proposed solutions meet business expectations.

2. System Development and Maintenance

   • Support the development and implementation of new systems, including ServiceNow SaaS development projects.

   • Work with technical teams to support system enhancements, maintenance activities and issue resolution for existing .NET and Java-based applications.

   • Review proposed system solutions and development deliverables to ensure alignment with documented business and technical requirements.

   • Assist in tracking system changes, enhancement requests and outstanding technical issues.

3. Project and Vendor Coordination

   • Coordinate project activities and work closely with internal stakeholders, technical teams and outsourced vendors to ensure timely delivery of project milestones.

   • Monitor vendor deliverables and review the quality of work against agreed business and technical requirements.

   • Review and provide inputs on business and technical specifications, development deliverables and proposed solutions.

   • Track project progress, follow up on outstanding issues and assist in managing project risks and dependencies.

   • Support project activities using Agile and Waterfall methodologies.

4. User Acceptance Testing (UAT) and Quality Assurance

   • Prepare and review test cases, test scenarios and acceptance criteria based on business requirements.

   • Coordinate and conduct UAT with business users to validate system functionality and enhancements.

   • Work with vendors and technical teams to identify, document and track defects, and follow up on issue resolution.

   • Support quality assurance activities to ensure system changes and enhancements meet the required standards before deployment.

   • Assist in tracking security and risk-related findings and coordinating the necessary remediation activities.

5. Project Documentation and Stakeholder Communication

   • Prepare and maintain project documentation, including business requirements, functional and technical specifications, user stories, test plans and test results.

   • Maintain proper records of system changes, enhancement requests, issues and project decisions.

   • Facilitate discussions between business users, technical teams and vendors to clarify requirements and resolve project-related issues.

   • Provide regular updates on assigned project activities, outstanding issues and deliverables.

Job Requirements

a. Bachelor’s degree or Diploma in Business, IT, Engineering, or related field.

b. Over =>5 years of experience working as Business Analyst, developing and maintaining system in Agile and Waterfall approach.

c. Have PMP certification or ever practice project management

d. Have experience in both development and maintenance projects, with user acceptance testing (UAT) and quality assurance processes.

e. Have experience in working with outsourced vendor in ensuring the quality of the work delivered, conduct user testing, drafting /reviewing both business and technical specifications e.g. writing user stories, test cases/scenarios, security and risk remediation.

f. Proficiency with requirements management tools (e.g., JIRA, Confluence).

g. Development System: ServiceNow SaaS Development Project

h. Maintenance Systems that involved enhancements and tickets resolutions: .NET/Java systems