Senior ServiceNow Business Analyst

Company Description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.
By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.
From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

We are seeking a ServiceNow Functional Consultant with a strong background in driving digital transformation initiatives and bridging the gap between business and technology. The ideal candidate will have experience working with cross-functional teams delivering ServiceNow customizations and configurations, being responsible of gathering requirements, defining business needs, and supporting the delivery of scalable, user-focused solutions. This role is critical in ensuring alignment between business objectives and IT capabilities.

Qualifications

• Engage with business stakeholders and IT teams to gather, analyze, and document detailed requirements for digital products and services around ServiceNow Platform.
• Lead workshops and discovery sessions to understand customer needs around ServiceNow Implementations and further development, business workflows, and system requirements.
• Translate business processes into clear and concise functional specifications.
• Experience with CSM & Domain Separation implementations.
• Define and document user personas, user journeys, business use cases, and acceptance criteria.
• Collaborate with ServiceNow Product Management, ServiceNow Solution Architects, and ServiceNow Technical Leads to shape product vision and software delivery goals.
• Assist in prioritizing backlogs, creating product roadmaps, and maintaining delivery timelines aligned with business objectives.
• Support Agile delivery teams by writing user stories, refining requirements, and validating delivered functionality.
• Coordinate with QA teams to ensure adequate test coverage and successful solution implementation.
• Ensure business processes and system changes comply with relevant regulations and organizational standards.
• Maintain clear and structured documentation using ServiceNow Agile board and other ALM systems.

Additional Information

• Local or visa/ work permit holder for Malaysia
• Proven experience in business analysis within complex IT project environments involving ServiceNow platform.
• Strong stakeholder management and communication skills across technical and non-technical audiences.
• Demonstrated ability to analyze business workflows and convert them into structured, actionable requirements for ServiceNow developers.
• Experience working in Agile or hybrid delivery environments.
• Excellent documentation and presentation skills, including process mapping and business case development.
• Familiarity with ServiceNow Agile Board, and ALM tools for requirements management and collaboration.
• Minimum 6 years of experience in IT, with at least 4 years as a Business Analyst in structured teams, preferably 2 years as a ServiceNow Functional Consultant.
• Fluent in English, with strong written and verbal communication skills.
• ServiceNow CSA Certification is a plus.

At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.