Business Analyst - ServiceNow Job at NTT DATA (Johannesburg)

Business Analyst - ServiceNow

NTT DATA

Location:
South Africa , Johannesburg

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Business Analyst - ServiceNow is a seasoned subject matter expert, responsible for working with internal and external clients to determine requirements and to define solutions to address complex business, process and systems problems, and improvements in the organization. This role acts as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals.

Job Responsibility:

Acts as a strategic bridge between business challenges and technology solutions, with a strong focus on leveraging the ServiceNow platform to deliver measurable business value
Analyzes, translates, and resolves complex business and process problems through ServiceNow capabilities and other enterprise technologies
Works closely with internal clients to apply industry best-practice methodologies to gather business requirements and design optimized ServiceNow solutions addressing process, information, and system needs
Delivers ServiceNow-related projects in alignment with sponsor objectives, enterprise architecture, and platform governance standards
Proactively develops and enhances services and workflows on the ServiceNow platform, supporting the full lifecycle from service definition through build, testing, deployment, and continuous improvement
Identifies and documents operational gaps within ServiceNow processes and modules, including producing user guides, templates, test cases, and training materials
Supports ongoing ServiceNow service operations, assisting with issue resolution, defect analysis, and improvement initiatives
Adheres to defined SDLC, Agile, and ServiceNow development and support processes, ensuring compliance with governance and platform best practices
Communicates risks, blockers, and delivery challenges proactively, escalating where necessary to ensure timely closure of issues
Takes ownership for delivering work packages or project components independently and with minimal supervision
Performs additional related tasks as required to support ServiceNow initiatives and broader business objectives

Requirements:

Extensive experience as a Business Analyst within a technology services environment, preferably in a ServiceNow-focused role
Experience as a ServiceNow system administrator or developer is advantageous
Strong exposure to operational aspects of a services organization, ideally within a systems integrator or managed services context
Significant experience in requirements gathering, user story definition, process mapping, and implementing new services and systems on the ServiceNow platform
Deep understanding of business processes and enterprise service management, with the ability to translate them into effective ServiceNow solutions
Strong team player with excellent client-service orientation, supported by solid organizational and administrative skills
Expertise in ServiceNow modules, workflows, data structures, and configuration, as well as an understanding of how the platform enables business transformation
High attention to detail, even under pressure, and ability to maintain quality across multiple concurrent tasks
Excellent verbal and written communication skills, including the ability to articulate technical concepts to non-technical stakeholders
Strong process-mapping skills, including the use of ServiceNow Flow Designer, BPMN, or similar tools
Ability to build rapport and collaborate effectively with business stakeholders, developers, administrators, and cross-functional teams
Knowledge of project management methodologies and Agile/DevOps ways of working
Exceptional analytical ability to translate business requirements into functional specifications, user stories, and ServiceNow configurations
Excellent documentation capabilities, including functional requirements, test cases, user documentation, process maps, and presentations
Proficiency in Microsoft Office Suite (Exchange, Word, Excel, Project, PowerPoint, Visio)
Strong understanding of enterprise systems commonly integrated with or used alongside ServiceNow, such as SAP, Remedy, Siebel, or EMS
Solid understanding of ITIL principles and practical experience applying them within a ServiceNow or service-integrator environment
Bachelor's degree (or equivalent) in Business, Information Technology, or a related field
Project management certification is advantageous
Professional Business Analysis certification (e.g., ECBA/CCBA/CBAP) is preferred
IIBA membership is preferred
Relevant technology certifications, especially ITIL and ServiceNow certifications (CSA, CAD, CIS-ITSM, CIS modules), are highly beneficial

Nice to have:

Experience as a ServiceNow system administrator or developer is advantageous
Project management certification is advantageous
Professional Business Analysis certification (e.g., ECBA/CCBA/CBAP) is preferred
IIBA membership is preferred
Relevant technology certifications, especially ITIL and ServiceNow certifications (CSA, CAD, CIS-ITSM, CIS modules), are highly beneficial

Additional Information:

Job Posted:
May 13, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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