ServiceNow Business Analyst
Location: Dubai, UAE
Experience: 5+ Years
Employment Type: Full-Time
About the Role
We are seeking an experienced ServiceNow Business Analyst to join our growing digital transformation team in Dubai. The ideal candidate will act as a bridge between business stakeholders and technical teams, ensuring ServiceNow solutions align with organizational goals, compliance standards, and operational excellence.
This role requires strong functional knowledge of the ServiceNow platform, excellent stakeholder management skills, and the ability to translate business requirements into scalable technical solutions.
Key Responsibilities
Business Analysis & Stakeholder Engagement
- Engage with business units, IT, and leadership to gather, analyze, and document requirements.
- Facilitate workshops, interviews, and process mapping sessions.
- Translate business needs into functional and technical specifications.
- Act as the primary liaison between business users and ServiceNow development teams.
- Support UAT planning, execution, and sign-off.
ServiceNow Platform & Process Enablement
- Analyze and optimize ITSM, ITOM, HRSD, CSM, and custom workflows on ServiceNow.
- Define business rules, data models, and integration requirements.
- Support platform enhancements, upgrades, and roadmap planning.
- Ensure solutions follow ServiceNow best practices and governance standards.
Documentation & Governance
- Create BRDs, FRDs, user stories, process flows, and configuration documents.
- Maintain traceability matrices and change impact assessments.
- Ensure compliance with UAE regulatory, data privacy, and security standards.
Required Experience & Qualifications
- 5+ years of experience as a Business Analyst with at least 3 years on ServiceNow implementations.
- Proven experience working with enterprise or government clients in the UAE or GCC.
- Strong knowledge of:
- ITSM, ITOM, HRSD, CSM, CMDB
- Flow Designer, Business Rules, ACLs, UI Policies
- Integrations (REST, SOAP, MID Server)
- Experience in Agile/Scrum and Waterfall environments.
- ServiceNow CSA or Implementation Specialist certification (preferred).
- Bachelor's degree in IT, Business, or a related field.
Business Competencies
- Stakeholder management and executive communication
- Requirements elicitation & process modeling
- Change management & organizational impact analysis
- Risk assessment & governance
- Strategic thinking & solution alignment
Technical Competencies
- ServiceNow configuration and workflow analysis
- Data modeling and CMDB governance
- API & integration understanding
- Reporting, dashboards & KPIs
- UAT coordination and defect management
- SDLC & Agile tools (Jira, Confluence, Azure DevOps)
Soft Skills
- Excellent communication and documentation skills
- Strong analytical and problem-solving mindset
- Ability to work in fast-paced, multicultural environments
- High attention to detail and accountability
Compensation & Benefits
- Salary: AED 30,000 - 35,000 per month
- Visa sponsorship provided
- Comprehensive medical insurance
- Paid annual leave as per UAE labor law
- End-of-service gratuity
