Job Title: ServiceNow Business Process Analyst
Location: Abu Dhabi (Onsite)
Employment Type: Permanent
About Kaptius
Kaptius is a fast-growing ServiceNow Partner delivering enterprise-scale digital transformation programmes across the Middle East. We work closely with public sector and enterprise customers to design, implement, and optimise ServiceNow solutions that drive real business outcomes.
As our UAE practice continues to grow, we are looking for an experienced ServiceNow Business Process Analyst to support complex, customer-facing programmes in Abu Dhabi.
Role Summary
The ServiceNow Business Process Analyst plays a critical role in bridging business requirements and ServiceNow platform delivery. You will work closely with customer stakeholders, architects, and delivery teams to understand current-state processes, define future-state operating models, and translate requirements into clear functional designs aligned to ServiceNow best practice.
This role is well suited to a functional consultant or business analyst with strong ServiceNow experience who enjoys stakeholder engagement, workshop facilitation, and shaping solutions that drive adoption and long-term value.
Key Responsibilities
Lead requirements gathering and process discovery workshops with business and IT stakeholders.
Analyse as-is and to-be processes across ServiceNow modules such as ITSM, ITOM, HRSD, CSM, or GRC.
Translate business needs into functional requirements, user stories, and acceptance criteria.
Work closely with architects and developers to ensure requirements are feasible, aligned to platform best practice, and delivered correctly.
Support solution design reviews, validating that configurations meet business outcomes.
Lead or support UAT planning, execution, and defect management.
Assist with change management and adoption activities, including documentation and knowledge transfer.
Contribute to process governance, standards, and continuous improvement initiatives.
Support pre-sales and discovery activities where functional input is required.
Experience Required
Proven experience as a Business Process Analyst or Functional Consultant on ServiceNow programmes.
Hands-on functional experience across one or more ServiceNow modules (ITSM, ITOM, HRSD, CSM, GRC, ITBM).
Strong background in process analysis, requirements definition, and stakeholder engagement.
Experience working in consulting or enterprise environments, ideally on large-scale transformation initiatives.
Familiarity with Agile delivery and ITIL-aligned service management practices.
Experience supporting UAT and post-go-live adoption activities.
Skills & Capabilities
Strong understanding of ServiceNow functional capabilities and how they support business processes.
Excellent workshop facilitation and communication skills.
Ability to translate complex business requirements into clear, structured documentation.
Comfortable working with senior stakeholders and cross-functional delivery teams.
Analytical, detail-oriented, and outcome-focused mindset.
Certifications (Preferred)
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist (any module)
ITIL or Agile certifications (advantageous but not mandatory)
Why Join Kaptius
Join a growing ServiceNow Partner with a strong Middle East presence.
Work on high-impact enterprise and public sector programmes.
Competitive, tax-free compensation aligned to experience.
Opportunity to grow into Lead Functional, Product Owner, or Transformation roles.