Senior ServiceNow Business Analyst

We are seeking an experienced Senior ServiceNow Business Analyst to join our dynamic team.
The successful candidate will play a pivotal role in maintaining, developing, and optimizing our ServiceNow platform. This position offers the opportunity to work closely with internal customers to understand their needs and enhance the functionality of our IT Service Management (ITSM) processes.
This is a fully remote position that offers you the flexibility to work from any location in Armenia, whether it's your home or well-equipped offices in Yerevan or Gyumri.

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Responsibilities

• Oversee current ServiceNow environments, ensuring stability and efficiency
• Collaborate with stakeholders to identify and analyze business requirements
• Design and implement enhancements to existing ServiceNow modules, including Demand, Project, and Portfolio
• Lead the development of new modules tailored for our internal customers' needs
• Coordinate with the IT and development teams to streamline delivery processes
• Apply Agile methodologies to balance development tasks and operational support activities
• Ensure alignment of ServiceNow configuration and deployment with organizational goals
• Provide expert-level support during transition phases
• Monitor performance metrics and suggest strategies for continuous improvement
• Train and mentor junior staff on ServiceNow functionalities

Requirements

• Background of at least 3 years in a ServiceNow environment
• Expertise in ServiceNow, especially in SPM and ITSM modules
• Proficiency in Demand, Project, and Portfolio modules
• Qualifications in Business Analysis or a related field
• Skills in Agile delivery methods
• Competency in analyzing complex business scenarios and proposing solutions
• Capability to manage multiple priorities and stakeholders effectively
• Proficiency in documentation and change management processes
• Fluent English communication skills at a B2+ level

Nice to have

• Additional ServiceNow certifications
• Background in ITIL framework
• Competency in additional ITSM tools

We offer

• We connect like-minded people:
  • Delivering innovative solutions to industry leaders, making a global impact
  • Enjoyable working environment, whether it is the vibrant office or the comfort of your home
  • Opportunity to work abroad for up to two months per year
  • Relocation opportunities within our offices in 55+ countries
  • Corporate and social events
• We invest in your growth:
  • Leadership development, career advising, soft skills and well-being programs
  • Certifications, including GCP, Azure and AWS
  • Unlimited access to LinkedIn Learning, Get Abstract and O'ReillyFree
  • English classes with certified teachers
• We cover it all:
  • Participation in the Employee Stock Purchase Plan
  • Monetary bonuses for engaging in the referral program
  • Comprehensive medical & family care package
  • Four trust days per year for personal needs
  • Discounts for fitness clubs
  • Benefits package (hotels, restaurants, stores and services)

EPAM Armenia is a team of talented innovators united by a passion for technology. In 2014, we opened our first office in Yerevan, and now we have a second engineering hub in Gyumri. We've built a continuously learning organization that helps its employees rapidly advance their careers. Here you will work with the world's industry leaders, support impactful projects using the latest technologies, collaborate with multi-national teams, and have access to a wide variety of development opportunities.