Job Summary

Drive complex ServiceNow Now Platform initiatives as a seasoned Business Analyst with extensive experience in process analysis requirement translation and platform optimization. Collaborate with cross functional stakeholders in a hybrid work model to design scalable workflows that enhance operational efficiency and provide measurable business value while aligning with merchandising strategies where applicable.

Responsibilities

- Collaborate with business stakeholders to understand complex operational challenges and translate them into clear ServiceNow Now Platform requirements that drive measurable efficiency gains.

- Analyze existing workflows and data flows on the ServiceNow Now Platform to identify gaps and recommend improvements that enhance usability reliability and end user satisfaction.

- Document detailed business requirements user stories and acceptance criteria for ServiceNow modules to ensure accurate configuration and successful implementation by technical teams.

- Coordinate with ServiceNow administrators and developers to validate solutions against requirements and ensure configurations align with enterprise standards and compliance needs.

- Facilitate requirement workshops discovery sessions and backlog refinement activities in a hybrid work environment to maintain alignment among business and technology teams.

- Evaluate current merchandising related processes where relevant and propose ServiceNow enabled enhancements that improve product lifecycle visibility and decision making quality.

- Monitor platform usage metrics and user feedback to identify optimization opportunities and guide continuous improvement initiatives across ServiceNow workflows and catalogs.

- Develop clear process maps impact assessments and business cases that demonstrate how ServiceNow enhancements support organizational objectives and deliver tangible business outcomes.





- Create and maintain high quality functional documentation including process narratives and configuration overviews to support knowledge transfer and long term maintainability.

- Support testing cycles by preparing test scenarios validating outcomes and ensuring that ServiceNow solutions meet defined quality standards before deployment in day shift operations.

- Collaborate with data and reporting teams to define ServiceNow reporting needs and dashboards that provide actionable insights to business stakeholders and management.

- Advise stakeholders on best practices for ServiceNow usage governance and request management to reduce manual effort and improve consistency across business units.

- Coordinate with change management teams to support communication and training efforts so that users can adopt new ServiceNow features smoothly in a hybrid work setting.

Qualifications

- Apply extensive experience as a senior Business Analyst to guide requirement discovery stakeholder communication and documentation practices in complex enterprise environments.

- Utilize deep practical knowledge of the ServiceNow Now Platform including core modules and workflow capabilities to shape solutions that are scalable and maintainable.

- Leverage familiarity with merchandising processes such as assortment planning and inventory tracking when applicable to design ServiceNow solutions that support retail oriented operations.

- Demonstrate strong analytical and problem solving skills to assess business needs interpret data and prioritize enhancements that deliver the highest organizational impact.

- Employ excellent communication and facilitation skills to engage stakeholders at multiple levels and ensure clarity of expectations in a hybrid work model without travel obligations.

- Draw on extensive experience in large multinational organizations to navigate complex governance structures and align ServiceNow initiatives with general standards and local requirements.

- Use knowledge of testing methodologies and quality assurance practices to ensure that ServiceNow configurations and releases meet reliability and performance expectations.

📌 Business Analyst (Polanco)
🏢 Cognizant
📍 Polanco