GDS Consulting_ServiceNow Business Analyst Manager

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

Functional Consultant / Business Analyst HRSD/IRM/ITOM/SPM
The ServiceNow Business Analyst will lead the analysis, design, and enhancement of ServiceNow solutions across ITSM, HRSD, IRM, ITOM, CMDB, Discovery, SPM, and integrations. This role demands a strategic mindset, strong process orientation, and the ability to independently drive client engagements. The candidate should be a self-starter who can work without supervision, manage and lead cross-functional discussions, and deliver impactful outcomes through ServiceNow platform capabilities.

Key Deliverables: 
•    Lead stakeholder engagements to gather, assess, and document business requirements across ITSM, HRSD, IRM, ITOM, CMDB, Discovery, SPM, GRC and integrations.
•    Manage and drive process design workshops, business assessments, and strategy definition sessions to align ServiceNow capabilities with business goals.
•    Work closely with technical teams to design, document, and validate scalable solutions that meet business needs and strategic objectives.
•    Translate business and functional requirements into actionable technical specifications to support development and configuration.
•    Analyse and document As-Is processes; lead efforts to design and reengineer To-Be processes for improved efficiency and alignment.
•    Lead coordination between client stakeholders and development teams to ensure clarity, alignment, and sign-off of requirements.
•    Manage and support User Acceptance Testing (UAT), ensuring business scenarios are validated and feedback is incorporated.
•    Develop and contribute to the creation of training materials, job aids, and enablement content to support solution adoption.
•    Deliver ServiceNow platform demos and walkthroughs to clients, showcasing capabilities and proposed solutions.

Desired Experience:
•    Bachelor’s degree in a relevant field required.
•    Must be CSA certified.
•    CIS certifications in ITSM, HRSD, or IRM are a plus.
•    6+ years of overall experience, with at least 3-4 years of hands-on ServiceNow experience.
•    Proven experience in ITSM, HRSD, IRM, CMDB/ITOM, and SPM modules.
•    Strong background in business process design, assessment, and reengineering.
•    Experience in IT Service Management processes and tools.
•    Exposure to pre-sales activities and client solutioning is desirable.
•    Familiarity with agile methodologies and product management practices.
•    Demonstrated ability to lead presentations, training sessions, and client workshops.
•    Strong communication skills, both written and verbal with the ability to influence and drive conversations.
•    Ability to work independently and take ownership of deliverables.
•    Demonstrated leadership, integrity, and strategic thinking.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.