ServiceNow Business Analysis

As organizations strive to streamline operations, enhance service delivery, and accelerate digital transformation, ServiceNow has emerged as a leading cloud-based platform for managing IT services, operations, HR, customer service, and more. Its powerful workflow, automation and integration capabilities make it a cornerstone of modern enterprise service management (ESM).

However, successful ServiceNow implementations require more than just technical expertise—they demand skilled Business Analysts who can translate complex business needs into actionable platform solutions. These professionals act as the crucial link between stakeholders and technical teams, ensuring that ServiceNow configurations align with business objectives and deliver measurable value.

Recognizing the growing demand for these hybrid professionals, Skillcubator ServiceNow Business Analyst Training is designed to provide the perfect blend of business analysis fundamentals and platform-specific knowledge. This program prepares learners to contribute effectively to ServiceNow projects by mastering requirement elicitation, process optimization, workflow design, and stakeholder engagement—within the unique context of the ServiceNow ecosystem.

Whether you’re a current BA looking to specialize, a ServiceNow user seeking to expand your role, or a career changer aiming for a future-proof position, this training equips you with the skills and confidence to thrive in one of the most in-demand roles in enterprise IT today.

This training program is ideal for individuals seeking to enter or grow within the rapidly expanding field of digital service management and enterprise automation. You should consider enrolling if you are:

Aspiring Business Analysts aiming to break into the ‘Information Technology Service Management’ (ITSM) and ‘Enterprise Service Management’ (ESM) space with a focus on ServiceNow.
Current Business Analysts who want to specialize in ServiceNow platforms and contribute to implementation and optimization projects.
ServiceNow Administrators, Developers, or IT Professionals looking to transition into business-facing roles.
Project Managers, QA Analysts, or Consultants working on ServiceNow or related enterprise transformation projects.
Career Changers or Recent Graduates interested in a high-growth, future-proof career path in business analysis and IT service management

If you’re passionate about process improvement, digital transformation, and aligning technology with business needs, this program will give you the skills, confidence, and hands-on experience to succeed.

The ServiceNow Business Analyst Training program is designed to prepare learners with both foundational business analysis knowledge and specialized skills needed to excel in ServiceNow-based projects. By the end of this course, participants will be able to:

Understand the fundamentals of ServiceNow and its role in enterprise service management.
Analyze, document, and validate business processes and requirements specific to ServiceNow modules.
Gather and prioritize user stories, use cases, and workflows tailored to ITSM, HRSD, CSM, and other ServiceNow applications.
Collaborate effectively with stakeholders, developers, and platform owners throughout the project lifecycle.
Leverage tools like Flow Designer, Service Catalog, and Incident/Change modules to design effective business solutions.
Apply Agile and ITIL practices in the context of ServiceNow implementations.
Prepare for ServiceNow project interviews through mock sessions, resume guidance, and real-world case studies

This course aims to build a job-ready skill set, enabling learners to confidently step into roles such as ServiceNow Business Analyst, ITSM Analyst, Digital Transformation Consultant, or Functional Analyst.

1.0 ServiceNow Platform Overview

1.1 What is ServiceNow?
1.2 Overview of ServiceNow Platform.
1.3 Modules in ServiceNow (ITSM, ITBM, HRSD, CSM, ITOM, etc.).
1.4 Navigating the ServiceNow interface – Application Navigator, Filter Navigator, Global Search etc.
1.5 Key terminologies: Catalog Items & Requests, Workflows & Flow Designer, CMDB, Tasks, SLAs, Roles & Groups.

2.0 Business Analysis Fundamentals

2.1 What is Business Analysis?
2.2 Understanding SDLC: Waterfall vs Agile vs Hybrid models.
2.3 Stakeholder Identification & Management.
2.4 Requirement Elicitation Techniques (Interviews, Workshops, Surveys, JAD sessions).
2.5 Functional vs Non-functional requirements.
2.6 Business Process Modeling Notation (BPMN).

3.0 ServiceNow BA Responsibilities

3.1 BA responsibilities in ServiceNow projects.
3.2 Working with technical teams & stakeholders.
3.3 Translating business needs into technical requirements.
3.4 Functional vs. technical requirements.

4.0 ITSM Processes & Use Cases

4.1 Incident Management.
4.2 Change Management.
4.3 Problem Management.
4.4 Request Fulfillment.
4.5 Real-world use cases in ITSM with ServiceNow.

5.0 ServiceNow Implementation Lifecycle

5.1 ServiceNow implementation phases.
5.2 Configuration vs. customization.
5.3 Integration considerations.
5.4 UAT planning and execution.
5.5 Go-live, Release, Deployment.
5.6 Operations & Management/production support.

6.0 Requirements Gathering & Documentation

6.1 Stakeholder interviews.
6.2 Use case development.
6.3 BRD and FRD templates for ServiceNow projects.
6.4 Writing effective user stories (Agile/Scrum format).

7.0 ServiceNow Workflows & Automation

7.1 Overview of ServiceNow workflows.
7.2 Introduction to Flow Designer.
7.3 BA role in designing and validating workflows.
7.4 Automation opportunities in IT processes.

8.0 ServiceNow Roles & Permissions (Access Control)

8.1 Role hierarchy (inheritance) and how roles are grouped.
8.2 Define Out-Of-The-Box roles and permissions.
8.3 Define Custom Roles and how to create them.
8.4 Best practices for assigning roles to users and groups.

9.0 Reporting and Dashboards

9.1 Types of reports in ServiceNow.
9.2 Creating and analyzing reports.
9.3 Defining KPIs and SLAs for business reporting.
9.4 Dashboard visualization and BA insights.

10.0 Integration & Data Concepts

10.1 Basics of ServiceNow integration (REST/SOAP, MID Server).
10.2 Understanding data models (CMDB, tables, relationships).
10.3 Data import and transform maps.
10.4 Common integration scenarios from a BA perspective.

11.0 Data Security and Governance

11.1 Importance of data security in enterprise systems.
11.2 Governance vs. security: what Business Analysts need to know.
11.3 Key compliance standards: GDPR, HIPAA, ISO 27001, FedRAMP.
11.4 What is sensitive/PII data in ServiceNow?
11.5 Data classification and labeling best practices.
11.6 How data masking, encryption, and restricted fields work.
11.7 Business Analyst responsibilities in data security and governance.

12.0 Testing & UAT for ServiceNow

12.1 Writing test cases and acceptance criteria.
12.2 BA role in QA and UAT phases.
12.3 Managing defect lifecycle in JIRA/ServiceNow.
12.4 Working with developers and QA teams.

13.0 Resume Building & Interview Preparation

13.1 ServiceNow BA Resume customization.
13.2 Real-time mock interviews and scenario-based questions.
13.3 LinkedIn optimization.
13.4 Job placement guidance.

14.0 Capstone Project

End-to-end simulation of a ServiceNow ITSM implementation project:

Requirements gathering, user story creation, process flow diagrams.
Documentation submission and peer review.
Presentation to mock stakeholders.

Training Program as per Latest Industry Demand.
IIBA Endorsed Education Provider.
Access to Learning Management System (LMS).
Free PSM-I and PSPO-I training are included in the package.
40 PDUs/CDUs.
IIBA Certified Instructors with 20 plus years of experience.
Plenty of case studies, In-Class exercises, quizzes, and take-home assignments.
15 Plus Industry-Standard tools.
Personalized Resume, LinkedIn Profile makeover and Cover Letter.

ServiceNow (Sandbox/Developer Environment).
JIRA.
Confluence.
Microsoft Visio / Lucidchart / Draw.io
Microsoft Word / Excel / PowerPoint for documentation.
Balsamiq, Mockflow.
Oracle.
Microsoft Azure.

This course will be taught by certified professionals in business analysis and ServiceNow domain with 15 plus years of corporate experience.

The program is appx. 12-week (60-hour) training program designed to equip participants with the skills to become business analysts in the ServiceNow domain. Skillcubator’s ServiceNow Business Analysis Training and Placement Program is designed for aspiring or transitioning business analysts who want to master the ServiceNow platform. It blends domain knowledge, hands-on practical skills, and placement support to prepare individuals for ServiceNow BA roles. This aligns with Skillcubator’s broader approach of training students or career-changers with little to no background in IT. The program includes hands-on projects, a capstone project, and comprehensive placement support to secure ServiceNow business analyst role.

ServiceNow is a cloud-based enterprise platform designed to help organizations digitize, automate, and manage workflows across various departments like IT, HR, Finance, Customer Service, and Security.

During this training program, you will master tools and techniques required by a Business Analyst along with ServiceNow platform, which are required on a ServiceNow implementation project. This includes:

Requirements elicitation, analysis, documentation and managing solution requirements.
Hands-On with ServiceNow platform.
Apply Agile methodologies (Scrum, Kanban) to manage ServiceNow projects.
Design user-centric user interface with a focus on UX/UI.
Complete a capstone project simulating a product launch.
Be job-ready with tailored resume, interview, and placement support.
Tools like MS Visio, Jira, Confluence, Lucidchart, Balsamiq etc.

For more detailed course outline, please visit the course page to know more about the list of tools/software that are used for this training program.

View Software / Tools used for this training

No. ServiceNow Business Analysis Training and Placement Program does not require any coding or programming knowledge. The program is specifically designed for Business Analyst roles, which focus more on:

Understanding business needs.
Gathering and documenting requirements.
Creating user stories.
Collaborating with stakeholders and technical teams.
Testing and validating ServiceNow configurations.

ServiceNow itself is a low-code/no-code platform, which means:

Most tasks for Business Analysts involve configuration, process mapping, and workflow analysis rather than traditional programming.
Technical implementation (like scripting or customization) is typically handled by ServiceNow Developers or Admins.

This program is ideal for:

Aspiring business analysts looking to specialize in ServiceNow domain (No prior IT or BA experience required).
Professionals from non-technical backgrounds (e.g., finance, HR, operations) who want to transition into tech or ServiceNow roles.
System Analysts, Support Analysts, or IT Coordinators seeking to move into business-facing roles within IT.
College graduates from business, management, or technical fields want to build a career in the fast-growing ServiceNow ecosystem.
Those already working in ITSM domain and working with tools like Jira, Salesforce, BMC, or Remedy and who wants to upskill in ServiceNow BA-specific practices.

No. A technical background is not required. This training will cover all aspects of business analysis and ServiceNow domain and make you ready to work as a Business Analyst in ServiceNow domain. The ServiceNow Business Analysis Training is designed for non-technical and semi-technical professionals. It focuses on business processes, requirement gathering, workflow analysis, and ServiceNow platform navigation—not on programming or system administration.

Truly speaking there are no absolute prerequisites to become a successful ServiceNow Business Analyst. But it would be nice to have the following to become a successful ServiceNow business analyst:

Basic computing skills (MS Office like Word, Excel and PowerPoint).
Decent communication skills (verbal and writing in English).
Comfortable talking to people.
Basic knowledge of finance.

If you have these things, we guarantee to transform you into a ServiceNow business analyst.

No, the program is designed for both beginners as well as working professionals, who wants to switch their career into IT ServiceNow domain. It starts with foundational concepts and progresses to advanced topics in the field of business analysis and ServiceNow, ensuring accessibility for all learners.

The curriculum is aligned with the International Institute of Business Analysis (IIBA) BABOK v3.0 framework, ensuring relevance to global business analysis standards. ServiceNow topics are aligned with ITIL® Framework (IT Service Management). The program covers ITSM modules such as Incident, Change, Problem, and Request Management.

The ServiceNow Business Analyst role in North America offers strong career growth, high earning potential, and expanding opportunities across sectors. With the platform’s continued expansion and organizations’ focus on automation and efficiency, the future outlook is excellent. The scope of ServiceNow Business Analysis in North America—particularly in the United States and Canada—is strong and growing due to the widespread adoption of ServiceNow across industries and the ongoing demand for digital transformation.

Strong Market Penetration of ServiceNow:

The U.S. is ServiceNow’s largest market, with most Fortune 500 companies using it for ITSM, HRSD, CSM, and more.
Canada is also rapidly adopting ServiceNow across public sector, healthcare, telecom, and banking.

Increased Demand for Functional Business Analysts:

Companies seek BAs who can:

Gather and document requirements for ServiceNow implementations.
Work with IT and business teams to streamline workflows.
Support agile delivery and testing cycles on the Now Platform.

Remote & Hybrid Work Opportunities:

Many roles are available fully remote or hybrid, especially post-COVID.
Canadian and U.S. employers offer ServiceNow BA roles across major cities like Toronto, Vancouver, Calgary, New York, Austin, Dallas, and San Francisco.

Growing Use Cases Beyond IT

Businesses are implementing ServiceNow in HR, Finance, Risk & Compliance, and Customer Service domains.
ServiceNow BAs are now involved in enterprise-wide projects, not just IT.

High Salaries and Growth Potential

Average salary in the U.S.: $90,000 – $130,000+ depending on experience and certifications.

In Canada: CAD $85,000 – $115,000+.
Demand is outpacing supply, especially for certified ServiceNow professionals.

The following career paths are available after successful completion of the training program:

ServiceNow Business Analyst
Product Owner
Compliance Analyst
Requirements Analyst
Agile Project Coordinator

These roles are in demand at ServiceNow startups, banks, payment processors, and tech companies.

There are plenty of career opportunities such as IT Project Manager, Program Manager, Scrum Master, Product Manager, ServiceNow SME (Subject Matter Expert) and any suitable role in PMO (Project Management Office). Additionally, there are alternative career paths such as Data Analyst, Regulatory Analyst, and Digital Transformation Consultant.

The ServiceNow Business Analyst role offers a dynamic, high-growth career with strong compensation, opportunities across industries, and relevance in both startups and enterprise firms. The role will continue to evolve with advances in AI, blockchain, and real-time payments.

Please visit the course page to review the list of topics covered in this training.

View course outline

Yes. The program includes guided labs, real-time case studies, take-home assignments, in-class exercises, quizzes etc.

The capstone project is a hands-on, real-world simulation where participants design a ServiceNow product (e.g., digital wallet, lending platform, or payment gateway). It involves creating deliverables such as a Business Requirements Document (BRD), business process flows, prototypes, compliance plans, and analytics dashboards. The project spans 8-10 weeks and culminates in a presentation to instructors and peers.

Duration: Typically, 10-12 weeks.
Format: Live instructor-led sessions (online), self-paced learning modules, and assignments.
Schedule: Evening and weekend batches available.

Yes. Skillcubator offers comprehensive placement support, including:

Professional resume preparation
Cover Letters.
Unlimited mock interviews.
LinkedIn optimization.
Resume marketing through our in-house recruiters and partner network.
Background check support.
On-the-project mentoring, coaching and guidance.

The program includes comprehensive placement support, such as:

Resume and LinkedIn Optimization: One-on-one sessions to tailor your resume and LinkedIn profile for ServiceNow roles.

Interview Preparation: Access to a 200+ question bank of ServiceNow-specific behavioral and technical questions, plus three mock interviews.

Job Placement Assistance: Connections to Skillcubator’s network of ServiceNow employers, including startups, banks, and tech firms.

Post-Placement Support: Three months of free mentoring after securing a job (additional mentoring at $50/hour).

Networking: Invitations to Skillcubator’s ServiceNow webinars and industry events.

Yes. Skillcubator Training Institute is a ‘Premium-Level Endorsed Education Provider (EPP) from IIBA.org. After successfully completing the training program, participants will receive a ‘Certificate of Completion’ from Skillcubator with an IIBA seal on it, which can be shared on LinkedIn and included in resumes. Additionally, participants can claim 40 PDUs/CDUs towards any of the business analysis certifications offered by IIBA.

Please visit the course page to know more about the fee structure and enrollment options. Alternatively, you can contact Skillcubator directly through www.skillcubator.com for detailed pricing, enrollment assistance, and upcoming batch information.

Yes. Participants get 10% off if they enroll right after the webinar/demo session. Group discounts are also available for three or more participants enrolling together. Contact info@skillcubator.com for details.

Yes, Skillcubator offers a trial period for the first three sessions. If you choose to withdraw during this period, you are eligible for a full refund (in case you have made the payment), or discontinue the training without any future commitment, ensuring a risk-free start.

Please visit the course page to know more about the list of tools/software that are used for this training program.

View Software / Tools used for this training

No. There is no additional cost to install and use the tools/software that will be used for this training.

Yes. All live sessions are recorded, posted on the Learning Management System (LMS), and shared with participants, allowing you to catch up at your convenience.