GDS Consulting_ServiceNow Business Analyst Manager
EY · Taguig
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Functional Consultant / Business Analyst HRSD/IRM/ITOM/SPM
The ServiceNow Business Analyst will lead the analysis, design, and enhancement of ServiceNow solutions across ITSM, HRSD, IRM, ITOM, CMDB, Discovery, SPM, and integrations. This role demands a strategic mindset, strong process orientation, and the ability to independently drive client engagements. The candidate should be a self-starter who can work without supervision, manage and lead cross-functional discussions, and deliver impactful outcomes through ServiceNow platform capabilities.
Key Deliverables:
- • Lead stakeholder engagements to gather, assess, and document business requirements across ITSM, HRSD, IRM, ITOM, CMDB, Discovery, SPM, GRC and integrations.
- • Manage and drive process design workshops, business assessments, and strategy definition sessions to align ServiceNow capabilities with business goals.
- • Work closely with technical teams to design, document, and validate scalable solutions that meet business needs and strategic objectives.
- • Translate business and functional requirements into actionable technical specifications to support development and configuration.
- • Analyse and document As-Is processes; lead efforts to design and reengineer To-Be processes for improved efficiency and alignment.
- • Lead coordination between client stakeholders and development teams to ensure clarity, alignment, and sign-off of requirements.
- • Manage and support User Acceptance Testing (UAT), ensuring business scenarios are validated and feedback is incorporated.
- • Develop and contribute to the creation of training materials, job aids, and enablement content to support solution adoption.
- • Deliver ServiceNow platform demos and walkthroughs to clients, showcasing capabilities and proposed solutions.
Desired Experience:
- • Bachelor’s degree in a relevant field required.
- • Must be CSA certified.
- • CIS certifications in ITSM, HRSD, or IRM are a plus.
- • 6+ years of overall experience, with at least 3-4 years of hands-on ServiceNow experience.
- • Proven experience in ITSM, HRSD, IRM, CMDB/ITOM, and SPM modules.
- • Strong background in business process design, assessment, and reengineering.
- • Experience in IT Service Management processes and tools.
- • Exposure to pre-sales activities and client solutioning is desirable.
- • Familiarity with agile methodologies and product management practices.
- • Demonstrated ability to lead presentations, training sessions, and client workshops.
- • Strong communication skills, both written and verbal with the ability to influence and drive conversations.
- • Ability to work independently and take ownership of deliverables.
- • Demonstrated leadership, integrity, and strategic thinking.
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