Job Description
Are you an experienced Business Analyst with a deep technical passion for ServiceNow? Citco is looking for a driven, detail-oriented Senior Business Analyst to join our team in Clark Freeport Zone for a 12-month Fixed-Term Contract (FTC). In this high-impact role, you will act as the vital bridge between our business stakeholders and our technical development teams, ensuring that our ServiceNow environment is optimized to meet complex enterprise needs.
You will lead requirements gathering, perform gap analysis, and translate business objectives into functional user stories. The ideal candidate has a proven track record of managing ServiceNow implementations or enhancements within large-scale, international organizations. If you are a problem-solver who excels in agile environments and wants to contribute to the digital transformation of a global financial services leader, we invite you to apply.
Responsibilities
- Lead the end-to-end requirements gathering process for ServiceNow modules, including ITSM, ITOM, or HRSD.
- Facilitate workshops with key business stakeholders to elicit, analyze, and document functional and non-functional requirements.
- Translate complex business needs into clear, actionable technical specifications and user stories for the development team.
- Perform thorough gap analysis to identify opportunities for process improvements and platform optimization.
- Manage the backlog, ensuring user stories are groomed and prioritized based on business value and strategic goals.
- Conduct User Acceptance Testing (UAT) and support the deployment lifecycle to ensure high-quality software delivery.
- Provide expert guidance on ServiceNow best practices, ensuring configurations remain scalable and maintainable.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
- Minimum of 5+ years of experience as a Business Analyst, specifically focused on ServiceNow implementations.
- Strong understanding of ITIL frameworks and ServiceNow platform capabilities.
- Proven ability to bridge the gap between non-technical business users and highly technical engineering teams.
- Experience working in Agile/Scrum environments using tools like Jira or Azure DevOps.
- Strong analytical, troubleshooting, and project management skills.
- Excellent communication and stakeholder management abilities with a focus on delivering excellence.
- ServiceNow System Administrator or Implementation Specialist certification is highly preferred.