Role purpose

Elicit, analyze, document, validate, and trace business requirements for Service Now GRC/IRM and SPM implementation workstreams. The Business Analyst connects business stakeholders with implementation teams and ensures that each approved product scope is clear, complete, testable, and controlled. Technical solution design, configuration, and development are owned by the assigned Service Now consultant or architect, not this role.

Key Responsibilities

Plan and facilitate discovery interviews, workshops, walkthroughs, and requirement-validation sessions Document business objectives, scope, stakeholders, organizational coverage, processes, pain points, controls, data needs, reports, notifications, roles, and acceptance criteria Develop current-state and future-state process models, business requirement documents, user stories, use cases, process narratives, decision logs, and requirements traceability matrices Break down approved capabilities into clear, prioritized, non-duplicative requirements and identify dependencies, assumptions, exclusions, and unresolved decisions Work with Service Now consultants and architects to validate feasibility without prematurely prescribing technical solutions Support functional data and integration requirement definition, including business mappings, ownership, validation rules, reconciliation needs, and business acceptance Prepare UAT scenarios and test cases from approved requirements; support test execution, defect clarification, retesting, and sign-off Maintain scope and change-control discipline and assess requirement changes for downstream impact on design, data, integration, testing, effort, and schedule Develop the end user training material and conduct end user training sessions before or after going live Provide demonstrations, knowledge transfer, administrator guidance, and functional handover documentation Maintain accurate meeting outputs, action logs, decisions, and stakeholder approvals

Mandatory Experience And Knowledge

At least 5 years of business-analysis experience, including at least 2 years on Service Now implementation projects Previous Service Now implementation experience in at least one proposal-scope domain: Policy, Compliance, Risk, Audit, BCM, SPM, Demand, Portfolio, Project/Program Management, or a closely related capability Proven experience producing BRDs, process maps, user stories, acceptance criteria, use cases, traceability matrices, and UAT test cases Ability to facilitate workshops with business owners, subject-matter experts, technical teams, and senior stakeholders Understanding of data, integration, role, workflow, notification, report/dashboard, and non-functional requirement categories Strong analytical writing and the ability to separate confirmed scope from assumptions, recommendations, and open issues

Preferred Experience

Experience across both GRC/IRM and SPM; deep experience in one with working exposure to the other is acceptable Knowledge of BPMN, BABOK, agile delivery, Service Now implementation methodology, and regulated-enterprise governance Experience with requirements tools such as Jira, Azure Dev Ops, Service Now Agile Development, Confluence, or equivalent Arabic language proficiency (spoken and written) is strongly preferred; professional English is required

Academic and professional certifications

Required: Bachelor's degree in Business Administration, Information Systems, Computer Science, Engineering, Finance, Accounting, Risk Management, or a related discipline Required: Recognized business-analysis certification or advanced training, such as CBAP, CCBA, PMI-PBA, BCS Business Analysis, IIBA-AAC, or equivalent appropriate to experience level Strongly preferred: Service Now Certified System Administrator (CSA) Preferred: CIS-RC, CIS-SPM, or relevant Service Now implementation micro-certifications/accreditations Preferred: Relevant domain certification in risk, audit, compliance, BCM, project management, portfolio management, or agile delivery

Core competencies

Requirements elicitation and analysis

Process modelling and documentation

Facilitation and stakeholder alignment

Traceability and scope control

UAT design and defect clarification

Clear professional writing