ServiceNow Business Analyst

We are seeking a skilled and detail-oriented Service Now Business Analyst with expertise in Financial Services Operations (FSO), specifically in Dispute Management.

The ideal candidate will possess a strong finance background and a deep understanding of Service Now platform capabilities.

This long-term contract role involves working closely with stakeholders to optimize dispute-related workflows, enhance system functionality, and support financial process improvements.

Key Responsibilities

• Act as the primary liaison between business stakeholders and the Service Now technical team for the FSO Dispute module.
• Gather, document, and validate business and functional requirements related to dispute management workflows.
• Analyze existing financial dispute processes and recommend improvements using Service Now capabilities.
• Translate business needs into user stories, functional specifications, and process flows.
• Collaborate with developers and architects to ensure configurations and customizations align with business requirements.
• Perform gap analysis and impact assessments for new requirements or platform upgrades.
• Lead User Acceptance Testing (UAT) planning, script creation, coordination, and issue tracking.
• Support change management and training initiatives for end-users.
• Provide post-implementation support and suggest ongoing system optimizations.
• Maintain detailed documentation of processes, configurations, and workflows.

• 3–6+ years of experience as a Business Analyst with strong exposure to Service Now.
• Hands-on experience with Service Now FSO, particularly Dispute Management workflows.
• Solid finance background, preferably in banking, lending, credit card services, or payment processing.
• Strong understanding of Service Now platform capabilities and data structures.
• Proficiency in requirement elicitation, process mapping, user story creation, and workflow analysis.
• Experience working with cross-functional teams including development, QA, and business units.
• Familiarity with Agile methodologies such as Scrum or Kanban.
• Excellent communication and stakeholder management skills.
• Strong analytical, problem-solving, and documentation skills.

• Service Now Certified System Administrator (CSA) or other relevant certifications.
• Experience with additional FSO modules or financial tools integrated with Service Now.
• Understanding of regulatory and compliance requirements in the financial sector.
• Experience in large enterprise environments or managed services.

• Service Now Certified System Administrator (CSA) – Preferred

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