# ServiceNow Business Analyst and Implementation Specialist

**Company:** [Two95 International Inc.](https://jobs.workable.com/companies/uBLbLticQ1T2pGzVbXvnAu.md)
**Location:** Kuala Lumpur, Malaysia
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](https://jobs.workable.com/view/9e7652d8-68b2-4546-9038-0a7768459462)

## Description

Role purpose: Bridge business stakeholders and the ServiceNow platform team — translate process needs into well-defined, buildable requirements across ITSM/ITOM/ITAM/other ServiceNow modules and related workflows.

Key responsibilities

-   Elicit, analyse and document business requirements; convert them into user stories, acceptance criteria and process flows.
-   Map current-state processes to ServiceNow out-of-the-box capability; recommend configuration over customisation.
-   Work with developers/architects through backlog grooming, sprint planning and design walkthroughs.
-   Configure low-complexity items (forms, flows, catalogue items, reports/dashboards) where required.
-   Drive UAT — test scenarios, defect triage, sign-off — plus training material, SOPs and go-live support.
-   Support data alignment, governance and post-release adoption tracking.

Skills and experience

-   6–8 years business analysis experience, with 3+ years on ServiceNow.
-   Strong grasp of ITIL processes (Incident, Problem, Change, Request, CMDB); ITIL v4 Foundation preferred.
-   Hands-on with ServiceNow modules such as ITSM, ITOM, SPM/ITBM, HRSD or CSM (as relevant).
-   Agile/Scrum delivery, JIRA or ServiceNow Agile Development, strong documentation skills (BRD/FSD, RTM).
-   Excellent stakeholder management and written/verbal communication.
-   ServiceNow CSA and CIS certifications desirable;