ITSM / CMDB / ServiceNow BA

About the Role We are looking for a skilled

Business Analyst

with strong experience in

ITSM processes, CMDB, and ServiceNow . The ideal candidate will work closely with business and technical teams to translate requirements into actionable solutions, support process improvement, and drive ITSM project execution. This opportunity is with our client, a global integrated energy company leading the transition to a net-zero future. Key Responsibilities Conduct requirements gathering, stakeholder interviews, and process mapping Create user stories, functional specs, and process documentation Collaborate with ServiceNow and ITSM teams for solution design & enhancements Support UAT planning, test case creation, and defect triage Ensure CMDB and ITSM processes align with organizational standards Facilitate communication between business and technical stakeholders Must-Have Skills ✔ Strong analytical & problem-solving abilities ✔ Experience in requirements gathering & stakeholder engagement ✔ Ability to create user stories, documentation, and process flows ✔ Excellent communication skills to bridge business & technical teams Should-Have Skills ✔ Familiarity with ITSM frameworks (ITIL) ✔ Understanding of CMDB data models & governance ✔ Exposure to ServiceNow (Incident, Change, Problem Modules) ✔ Certifications (Preferred):

ITIL v4 Foundation / ServiceNow CSA Could-Have Skills ➕ Basic exposure to automation/workflow platforms ➕ Experience creating test cases and supporting UAT ➕ General understanding of cloud environments ➕ Knowledge of workflow or low-code tools About (Client) Our Client

is a

global integrated energy company

operating in over 60 countries, delivering energy solutions while accelerating the shift toward a

net-zero future . The company fosters an inclusive, collaborative environment grounded in

safety, respect, excellence, courage, and teamwork , with strong emphasis on innovation, continuous learning, and hybrid work flexibility.