Senior Business Analyst (ServiceNow)

SUMMARY:
We are seeking a Senior Business Analyst with proven experience in ServiceNow to drive business transformation initiatives. In this role, you will support one of South Africa’s leading organisations, an established, recognisable brand with a strong focus on technology and a positive company culture. You will collaborate with stakeholders to evaluate systems, optimise processes, and effectively bridge business and technical teams.

POSITION INFO:
Key Responsibilities:

• Lead requirements gathering, analysis, and documentation for ServiceNow solutions
• Evaluate ServiceNow functionality and features, identifying gaps, inefficiencies, and opportunities for improvement
• Translate business needs into functional specifications and workflows
• Support configuration, implementation, and optimization of ServiceNow modules
• Collaborate with stakeholders to identify opportunities for process improvement and automation
• Facilitate workshops, testing, and validation of ServiceNow solutions
• Provide guidance and support to business teams on ServiceNow usage and best practices

• A Degree or National Diploma in IT (or similar/related)
• Demonstrated experience in business analysis or related roles, preferably with exposure to ServiceNow (essential)
• At least 5 years’ experience as a Senior Business Analyst
• Proven experience in working with Senior and Executive stakeholders to understand and document business processes
• Experience supporting technology-enabled business solutions in medium to large organizations
• Certification in Business Analysis or a related field (e.g., CBAP, CCBA, or equivalent) is preferred

• Strong experience with ServiceNow administration, configuration, or workflow design.
• Business process analysis and improvement
• Evaluation and assessment of ServiceNow functionality and features
• Requirements gathering and documentation
• Solution design and stakeholder collaboration
• Strong communication and problem-solving skills
• Experience with process automation or digital platforms
• Exposure to project delivery or implementation of enterprise tools
• Understanding of agile or iterative delivery approaches

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