Business Analyst, ServiceNow

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DysrupIT

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🏢 Enterprise

☁️ SaaS

🔒 Cybersecurity

Enterprise • SaaS • Cybersecurity

DysrupIT is a global cloud services and IT solutions firm that helps organizations adopt cloud technologies and transition to as-a-Service business models. The company provides enterprise cloud, managed services, application engineering, cybersecurity, and data analytics & information management, serving SMBs through multinational enterprises with Microsoft and other cloud platforms. DysrupIT also emphasizes community impact, talent development, and long-term partnerships to deliver secure, scalable, and business-aligned technology outcomes.

📋 Description

• Drive backlog refinement sessions, requirements gathering workshops, and process alignment activities with stakeholders. • Translate complex business objectives and operational pain points into clearly defined, prioritized user stories and delivery roadmaps. • Partner with stakeholders across ITSM business to improve platform adoption, delivery outcomes, and operational efficiency. • Collaborate closely with the Solution Architect to ensure user stories contain sufficient technical detail and are aligned with platform architecture. • Facilitate process improvement initiatives, introducing best practices to address inefficiencies identified in the previous engagement. • Contribute to the Team Working Agreement, defining roles, responsibilities, and handoff procedures. • Support the establishment of performance metrics and throughput measurement frameworks (e.g., story points, velocity tracking). • Participate in sprint ceremonies, providing business context and acceptance criteria clarity to the development team. • Provide clear documentation of business requirements, process flows, and enhancement recommendations.

🎯 Requirements

• Experience in IT consulting, business analysis, or product ownership roles within enterprise technology environments. • Demonstrable experience working on ServiceNow implementations or managed services engagements. • Strong skills in requirements elicitation, user story writing, and Agile backlog management. • Proven ability to manage stakeholder relationships at all levels of a large enterprise organisation. • Experience facilitating process improvement and change management initiatives. • Excellent written and verbal communication skills; ability to translate technical concepts for business audiences and vice versa. • Proficiency with Jira or equivalent Agile project management tools. • Prior experience supporting ITSM-focused engagements (Incident, Problem, Change, Asset Management) is preferred. • Familiarity with ServiceNow platform capabilities, including ITSM and CSM modules. • Experience working in regulated industries such as healthcare, medical devices, or life sciences. • Exposure to CSM (Customer Service Management) as part of a broader ServiceNow program. • Certified System Administrator (CSA) is advantageous. • ServiceNow Micro-certification in ITSM, ITOM, or Business Process is advantageous. • Agile/Scrum certification (e.g., CSPO, PSPO) is preferred.