Energy Impact Partners
Energy Impact Partners

Senior Business System Analyst- ServiceNow

Clevest Solutions

Clevest Solutions

Colombo, Sri Lanka
Posted on Friday, April 12, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service™.

At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers, but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.

Job Description

As our Senior Business System Analyst– ServiceNow, you be part of our Solution Centre of Excellence team where we strongly believe that working hard and having fun are two compatible elements.

The Senior Business System Analyst– ServiceNow is responsible for engaging with stakeholders to understand, shape and document requirements for change to the ServiceNow platform. The key focus of the Senior Business System Analyst– ServiceNow is to work as a trusted advisor to the business and collaborate to create enhancements that are ready for the deployment.

The Senior Business System Analyst– ServiceNow will complete day to day management and configuration tasks of the ServiceNow platform where ever possible, liaising with the development teams where required.

This role has some specific regular tasks but also has many ad hoc tasks.

Tasks include but are not limited to:

  • Be as a trusted advisor, inspire thought leadership with subject-matter expertise in ServiceNow CSM
  • Work with stakeholders to define requirements that meet the needs of the business
  • Validate ServiceNow business requirements to understand what is needed to deliver successful change, right first time
  • Creation of high-level design collateral that articulates ServiceNow platform changes to the development teams
  • Creation of internal communication that articulates the business benefits of the feature
  • Completion of configuration changes to the solution to include:
    • Report creation / modification
    • Dashboard creation / modification
    • Form administration
    • Catalogue management
    • Chatbot conversations
    • Data management
    • Group administration
  • Management of user stories that require development by development capabilities
  • Communication of release notes to business stakeholders
  • Management of supporting documentation to ensure that the business fully understand the impact of change
  • Creation of training material to support the business in adopting new functionality



  • Experience of ServiceNow CSM/ITSM
  • Awareness of ServiceNow ITOM
  • Experience of Jira to ServiceNow integrations
  • Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective delivery of change into ServiceNow platform
  • Strong team player and ability to work with global teams
  • Excellent interpersonal skills and the ability to manage multiple tasks simultaneously.


  • ServiceNow Certified Implementation Specialist – CSM
  • 3-5 years experience working with ServiceNow CSM/ITSM
  • ITIL Foundation certification
  • Experience of Agile methodologies
  • Degree in Computer Science, Information Systems, or equivalent experience
  • Proven experience working with enterprise-scale applications