ServiceNow Business Analyst

Job Position - ServiceNow Business Analyst

Company: RiDiK Pte Ltd

Experience - 5+Yrs

Location - Philippines

Certification: CSA Mandatory (CAD / CIS-ITSM preferred)

Job Summary

We are looking for a skilled ServiceNow Business Analyst with prior experience in a ServiceNow Administrative or Development role. The ideal candidate will bridge business needs with technical solutions, driving platform enhancements, governance, and service excellence.

Key Responsibilities

• Categorize and prioritize tickets (INC, RITM, PRB, P1/P2).
• Size enhancement requests into Minor, Medium, or Major AERs.
• Conduct requirement gathering and discovery workshops.
• Convert requirements into use cases and acceptance criteria.
• Challenge non-feasible requirements aligned to platform capabilities.
• Monitor SLA/OLA, CSAT, and ticket aging.
• Manage escalations and ensure timely resolutions.
• Translat...