• Gather, analyze, and document business requirements from stakeholders.

• Conduct workshops, interviews, and requirement discovery sessions.

• Translate business requirements into BRDs, FRDs, user stories, process flows, and acceptance criteria.

• Work closely with ServiceNow developers, architects, testers, and product owners.

• Analyze and improve existing ITSM processes using ServiceNow capabilities.

• Support requirements across Incident, Problem, Change, Request, Knowledge, and Service Catalog processes.

• Create AS-IS and TO-BE process flows and identify process gaps.

• Define functional requirements, business rules, workflows, notifications, and integrations.

• Maintain and prioritize the product backlog and user stories.





• Participate in Agile/Scrum ceremonies including sprint planning, refinement, daily stand-ups, reviews, and retrospectives.

• Support UAT planning, test-case validation, defect triage, and business sign-off.

• Coordinate with technical teams to ensure requirements are implemented as intended.

• Prepare functional documentation, process documentation, and training materials.

• Analyze ServiceNow reports and dashboards to identify process improvement opportunities.

• Support ServiceNow upgrades, enhancements, and continuous improvement initiatives.

📌 Service now BA (India)
🏢 Elfonze Technologies
📍 India