Business Analyst II - ServiceNow​/Information Solutions; Hybrid-Remote

Job Description Summary

The Service Now Business Analyst II serves as the liaison between business stakeholders and the technical development team, ensuring alignment between organizational objectives and platform capabilities. This role is responsible for eliciting, analyzing, and documenting business needs; translating them into clear and actionable functional requirements; and supporting the design of scalable, user‑centric Service Now solutions.

Medical University Hospital Authority (MUHA)

Employee

Regular

CC005677 SYS - IS Service Now

Salary

Health-27

40

No specific shift mentioned; candidate will be required to work onsite as needed.

• Analyze current business processes and identify areas for improvement
• Conduct stakeholder interviews, workshops, and discovery sessions
• Document business requirements, user stories, and functional specifications
• Create process flows, use cases, and workflow documentation
• Identify gaps between current and future state processes
• Manage requirements traceability throughout the project lifecycle
• Validate requirements and obtain stakeholder sign‑off

• Recommend configurations using out‑of‑box Service Now functionality
• Design Service Catalog items, workflows, and forms aligned to business needs
• Participate in technical design sessions and provide business context
• Ensure solutions align with Service Now best practices and platform governance
• Identify opportunities for automation and process optimization
• Stay current with Service Now product releases and new features

• Develop test plans and test use cases
• Support integration testing and coordinate UAT activities
• Document and track defects through resolution
• Validate that delivered solutions meet requirements and quality standards
• Support go‑live readiness and other related activities

• Serve as the liaison between business stakeholders and technical teams
• Facilitate workshops, demos, and review sessions
• Develop training materials and deliver end‑user training
• Support change management and user adoption efforts
• Gather user feedback and champion continuous improvement
• Contribute to Service Now knowledge base and documentation

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, or related field, or equivalent experience
• 1–2 years of business analysis experience working with Service Now as a user, analyst, or other similar role
• Experience in requirements gathering, documentation, and facilitation, including stakeholder interviews, workshops, and process mapping with tools such as Visio or Miro
• Understanding of project management methodologies
• Knowledge of Service Now platform capabilities and core modules (e.g., ITSM, Service Catalog, and Knowledge Management), with some familiarity in ITIL processes such as Incident, Problem, Change, and Request
• Understanding of Agile and Scrum methodologies, along with proficiency in Microsoft Office applications
• Strong communication, facilitation, analytical, and problem‑solving skills with the ability to translate technical concepts for non‑technical audiences
• Highly organized, detail‑oriented, adaptable, and able to manage multiple priorities while maintaining a customer‑focused mindset
• Preferred certifications such as Service Now CSA, ITIL Foundation, CBAP/CCBA/PMI‑PBA, or CSM/CSPO, along with experience in modules like HRSD, CSM, or ITOM, process automation, or working in enterprise environments
• This position is not a fully remote position. Candidate will be required to work onsite as needed.

• Mobility & Posture
• Standing:
  Continuous
• Sitting:
  Continuous
• Walking:
  Continuous
• Climbing stairs:
  Infrequent
• Working indoors:
  Continuous
• Working outdoors (temperature extremes):
  Infrequent
• Working from elevated areas:
  Frequent
• Working in confined/cramped spaces:
  Frequent
• Kneeling:
  Infrequent
• Bending at the waist:
  Continuous
• Twist…