ServiceNow Business Analyst and Implementation Specialist
LocationKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Typefull-time
SenioritySenior
Experience6–8 yrs
Company size10,000+ people
First seenOct 5, 2026 · 6d ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Must have6
6–8 years business analysis experience, with 3+ years on ServiceNow
Strong grasp of ITIL processes (Incident, Problem, Change, Request, CMDB)
Hands-on with ServiceNow modules such as ITSM, ITOM, SPM/ITBM, HRSD or CSM
Agile/Scrum delivery, JIRA or ServiceNow Agile Development
Strong documentation skills (BRD/FSD, RTM)
Excellent stakeholder management and written/verbal communication
Nice to have2
ITIL v4 Foundation preferred
ServiceNow CSA and CIS certifications desirable
Skills
ServiceNow
ITIL
JIRA
Agile Development
About the role
Role purpose: Bridge business stakeholders and the ServiceNow platform team — translate process needs into well-defined, buildable requirements across ITSM/ITOM/ITAM/other ServiceNow modules and related workflows.
Responsibilities
Key responsibilities
•
Elicit, analyse and document business requirements; convert them into user stories, acceptance criteria and process flows.
•
Map current-state processes to ServiceNow out-of-the-box capability; recommend configuration over customisation.
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Work with developers/architects through backlog grooming, sprint planning and design walkthroughs.
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Configure low-complexity items (forms, flows, catalogue items, reports/dashboards) where required.
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Drive UAT — test scenarios, defect triage, sign-off — plus training material, SOPs and go-live support.
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Support data alignment, governance and post-release adoption tracking.
Requirements
Skills and experience
•
6–8 years business analysis experience, with 3+ years on ServiceNow.
•
Strong grasp of ITIL processes (Incident, Problem, Change, Request, CMDB); ITIL v4 Foundation preferred.
•
Hands-on with ServiceNow modules such as ITSM, ITOM, SPM/ITBM, HRSD or CSM (as relevant).