Business Analysis:
- Work closely with stakeholders to gather and document business requirements;
- Analyze current business processes and recommend improvements using ServiceNow and in-house tools;
- Prepare user stories, workflows, and technical requirements documents;

- Collaborate with development teams to ensure solutions meet user needs;
- Lead or support Agile ceremonies such as backlog grooming and sprint reviews.
Quality Assurance ;
- Develop and maintain test plans and test cases for new features and bug fixes;

- Perform system testing, regression testing, and coordinate UAT sessions;

- Track and document defects, ensuring timely resolution by developers.

System Support:

- Serve as first/second-level support for ServiceNow and in-house systems, resolving user issues;

- Troubleshoot integration and performance issues. Perform routine platform administration and user access control;

- Monitor and optimize system health and performance;

- Collaborate with vendors or internal developers for enhancement and maintenance work.

- Bachelor’s degree in computer science, IT, or related field;

- Minimum 2 years of experience in business analysis, QA, or application support;

- At least 1-year hands-on experience with ServiceNow and/or custom enterprise applications;

- Strong understanding of Software Development Life Cycle (SDLC), Agile/Scrum, and ITIL methodologies;

- Proven ability to translate business requirements into functional/technical specifications.;

- Fluency in English both written and verbal.