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Two95 International Inc.

ServiceNow Business Analyst and Implementation Specialist

Two95 International Inc. Kuala Lumpur, Kuala Lumpur, Malaysia

Technology, Information and Media · 51-200 employees

Oct 01
business-analyst Senior (5-10 yrs) Full-time Malaysia
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About the role

The role involves bridging business stakeholders and the ServiceNow platform team to translate process needs into buildable requirements. Responsibilities include documenting business requirements, configuring low-complexity items, and driving UAT and go-live support.

What they look for

ServiceNow ITSM ITOM ITAM Business Analysis Agile Scrum Jira ITIL Requirements Gathering User Stories Process Mapping UAT Stakeholder Management Documentation Configuration

Requirements

Candidates should have 6-8 years of business analysis experience with at least 3 years specifically on the ServiceNow platform. Strong knowledge of ITIL processes and Agile delivery methodologies is required, along with excellent stakeholder management skills.

Full description

Role purpose: Bridge business stakeholders and the ServiceNow platform team — translate process needs into well-defined, buildable requirements across ITSM/ITOM/ITAM/other ServiceNow modules and related workflows.

Key responsibilities

  • Elicit, analyse and document business requirements; convert them into user stories, acceptance criteria and process flows.
  • Map current-state processes to ServiceNow out-of-the-box capability; recommend configuration over customisation.
  • Work with developers/architects through backlog grooming, sprint planning and design walkthroughs.
  • Configure low-complexity items (forms, flows, catalogue items, reports/dashboards) where required.
  • Drive UAT — test scenarios, defect triage, sign-off — plus training material, SOPs and go-live support.
  • Support data alignment, governance and post-release adoption tracking.

Skills and experience

  • 6–8 years business analysis experience, with 3+ years on ServiceNow.
  • Strong grasp of ITIL processes (Incident, Problem, Change, Request, CMDB); ITIL v4 Foundation preferred.
  • Hands-on with ServiceNow modules such as ITSM, ITOM, SPM/ITBM, HRSD or CSM (as relevant).
  • Agile/Scrum delivery, JIRA or ServiceNow Agile Development, strong documentation skills (BRD/FSD, RTM).
  • Excellent stakeholder management and written/verbal communication.
  • ServiceNow CSA and CIS certifications desirable;

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