Test Triangle
Business Analyst
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Role Summary
Act as the senior business analysis lead for the ServiceNow CSDM-aligned re-platforming program, translating business requirements into structured delivery artefacts across discovery, design, build, testing, and rollout.
Drive current-state assessment conversations covering CMDB, Discovery, Service Mapping, integrations, customisations, and process maturity so that the target-state design is grounded in operational reality.
Own the requirement lifecycle for in-scope ITSM, ITOM, CMDB, and service model outcomes, ensuring requirements remain traceable from workshop discussions through sprint execution and acceptance.
Provide high-level analytical leadership by challenging ambiguity, resolving requirement conflicts, and guiding stakeholders toward decisions that preserve delivery quality and target-state simplicity.
Work closely with architects, project managers, developers, testers, and training teams so that business intent, technical implementation, and adoption expectations remain aligned throughout the program.
Key Responsibilities
- Lead discovery workshops for CSDM target modelling, service taxonomy, CMDB data structure expectations, and process enablement requirements across incident, problem, change, request, and related service operations areas.
- Convert assessment outcomes and stakeholder discussions into high-quality user stories, process notes, acceptance inputs, and requirement artefacts that support sprint-based delivery and formal sign-off.
- Facilitate workshops related to catalog rationalisation, knowledge governance, process changes, and service ownership expectations so the target design supports both platform efficiency and operational usability.
- Support UAT planning and validation by clarifying business scenarios, ensuring coverage of critical outcomes, and helping stakeholders assess whether implemented functionality meets approved requirements.
- Maintain requirement governance by tracking dependencies, decision points, requirement changes, and unresolved business gaps that could affect timeline, quality, or deliverable acceptance.
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Must-to-Have Skills
- Strong experience as a senior business analyst on enterprise service management or platform transformation programs, ideally covering requirement leadership rather than documentation-only support.
- Deep understanding of ITSM operating concepts and working knowledge of CSDM, CMDB, service modelling, service ownership, and the business implications of configuration and data quality decisions.
- Ability to lead workshops independently, decompose complex requirements into sprint-ready stories, and define success criteria that can be validated during SIT, UAT, and cutover readiness reviews.
- Strong stakeholder management capability across business owners, process owners, architects, developers, and delivery leadership, with confidence to challenge assumptions constructively.
- Excellent traceability discipline to connect requirements, design approvals, testing evidence, training content, and final sign-off outcomes across a governed delivery lifecycle.
Good-to-Have Skills
- Senior onshore-facing analyst roles where stakeholder workshops, requirement approvals, and program decision forums are part of the day-to-day role.
- Exposure to catalog strategy, knowledge management, process rationalisation, change enablement, or reporting/KPI alignment in ServiceNow-led transformation programs.
- Familiarity with agile sprint planning, backlog refinement, requirement prioritisation, and iterative design refinement in enterprise implementation programs.
- Awareness of how data security, VDI-based access, and regulated delivery practices affect requirement definition and design choices in cross-border projects.
- Ability to support proposal clarifications, resource planning inputs, or JD-to-role mapping discussions where business capability expectations must be clearly articulated.
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Qualifications & Certifications
- Bachelor’s degree in Business, Information Systems, Engineering, Computer Science, or an equivalent discipline relevant to technology delivery and process transformation.
- 10+ years of experience in business analysis, service transformation, or enterprise platform delivery, with clear evidence of leading requirement workstreams in complex programs.
- ITIL Foundation is highly desirable to strengthen alignment with ITSM processes, service ownership concepts, and operational governance expectations.
- Professional training or certifications in business analysis, agile delivery, product ownership support, or ServiceNow-related domains are advantageous.
- Prior experience supporting customer-facing governance, documented approvals, and acceptance-based delivery in large implementation programs is strongly preferred.
Soft Skills
- Excellent facilitation skills with the ability to run structured workshops, synthesize varied stakeholder input, and drive decisions without losing momentum.
- Strong written and verbal communication, especially for requirement packs, process notes, workshop outputs, acceptance inputs, and stakeholder summaries.
- High analytical maturity with the ability to identify gaps, contradictions, downstream impacts, and risk areas early in the lifecycle.
- Confidence and diplomacy in senior stakeholder interactions, including the ability to challenge unclear inputs while preserving trust and alignment.
- Strong ownership mindset with the discipline to maintain clarity, consistency, and requirement integrity from discovery through go-live and handover.
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