ServiceNow Business Process Analyst – ITSM / Digital Transformation | Abu Dhabi

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.

Senior Product Owner – Pharmacy Automation Software (Hybrid Durham, NC)

Senior Product Owner – Pharmacy Automation

📍 Location: Durham, North Carolina, USA
🏢 Work Model: Onsite 4 days per week / 1 day remote
💼 Employment Type: Full-Time
💰 Salary Range: $110,000 – $125,000
✈️ Travel: Up to 20% (domestic & international)

About the Opportunity

This is a high-impact Senior Product Owner role within a fast-growing Pharmacy Automation R&D organization at the forefront of healthcare technology. You’ll play a critical role in shaping software products that directly address some of the industry’s biggest challenges—clinician shortages, operational efficiency, and patient safety.

You’ll act as a subject-matter expert and strategic driver, translating customer and business needs into scalable, high-quality software solutions that deliver real-world value.

Your Mission

As a Senior Product Owner, your top priorities will be to:

1. Champion product strategy through the elicitation, refinement, and ownership of software product requirements

2. Partner with Software Delivery Leads to translate requirements into features and user stories

3. Deliver customer-delighting solutions that drive measurable business outcomes

Key Responsibilities

• Own and manage the software product backlog, including features, user stories, and defects

• Prioritize scope in collaboration with cross-functional teams while balancing risk, schedule, and resources

• Partner closely with Product Managers, Engineering, QA, and Delivery Leads to ensure value-driven execution

• Lead requirements engineering across the full SDLC (functional & non-functional)

• Support Agile ceremonies including sprint planning, estimations, reviews, and incremental delivery

• Drive product quality through continuous collaboration with engineering and QA teams

• Lead system design reviews and contribute to architectural discussions

• Ensure testability of requirements and support verification, validation, and UAT planning & execution

• Support beta launches, success criteria definition, and outcome documentation

• Act as an escalation point for production issues and provide third-line support

• Execute work within formal design controls, PLM, configuration management, and phase review processes

• Contribute to intellectual property generation and share domain expertise across teams

• Stay current with Agile best practices, industry trends, and competitive landscapes

Skills & Experience

• Strong expertise in Agile / Lean software development environments

• Hands-on experience with product and delivery tools such as Aha!, Jira, Azure DevOps

• Excellent communication, facilitation, and stakeholder leadership skills

• Strong analytical thinking and problem-solving capability

• High attention to detail with the ability to operate independently in complex environments

• Domain experience in Pharmacy, Healthcare, or Medical Technology

Qualifications

• Bachelor’s Degree or Pharmacy Technician Certification (CPhT) required

• 5+ years of relevant product ownership or related experience

Ideal Candidate Profile

• Local to the Durham, NC area

• Comfortable working on-site 4 days per week

• Strong background in healthcare or pharmacy-related software products

• Confident working cross-functionally in a regulated, fast-paced environment

Why Join

• Work on mission-critical healthcare technology with real patient impact

• Collaborate with high-performing global R&D teams

• Clear ownership, visibility, and influence over product outcomes

• Strong culture of accountability, learning, and continuous improvement

• Competitive salary, full benefits, and long-term career growth

ServiceNow Business Analyst | Remote (PST/MST) | $80K–$130K | ITSM, ITOM, CSM | Digital Transformation

💼 ServiceNow Business Analyst – PST/MST Time Zones

📍 Remote (must be based in PST or MST, Chandler, AZ preferred)
📅 Full-time | Mid-Level | Reports to SVP Technology

💰 Salary: $80,000 – $130,000 base + partial relocation (contract or contract-to-hire available)
✨ Benefits: Medical, Dental, Vision, Life Insurance, Retirement, Equity, PTO, Work From Home

🚀 About the Role

We’re seeking a ServiceNow Business Analyst who thrives at the intersection of business needs and technical solutions. This is a newly created role designed for someone with strong ServiceNow experience, excellent stakeholder skills, and the ability to collaborate with offshore teams.

As the bridge between business and technology, you’ll translate complex requirements into actionable solutions, optimize workflows, and ensure ServiceNow delivers maximum value. If you’re passionate about ITSM, digital transformation, and enabling teams through smarter processes—this role is for you.

🛡️ Key Responsibilities

• Requirements Gathering: Partner with stakeholders to capture and document ServiceNow business requirements.

• Process Mapping: Analyze workflows, identify improvements, and design streamlined solutions.

• Solution Design: Collaborate with developers and architects to ensure technical alignment with business goals.

• User Stories & Documentation: Create detailed stories, process flows, and use cases.

• Configuration Support: Assist in building and refining ServiceNow modules (ITSM, ITOM, CSM, CMDB).

• Testing & UAT: Coordinate and support user acceptance testing to validate solutions.

• Continuous Improvement: Identify and implement enhancements for performance and usability.

• Training & Support: Provide training and adoption support for new features and processes.

• Change Management: Support upgrades, enhancements, and rollouts with clear communication.

🎯 Required Qualifications

• 5+ years as a Business Analyst, with at least 3 years in ServiceNow.

• Strong knowledge of ITSM, ITOM, CSM, and CMDB.

• Skilled in writing user stories, workflows, and documentation.

• Experience collaborating with offshore teams (flexibility for early/late calls required).

• Excellent verbal/written communication and stakeholder engagement skills.

• US Citizen or Green Card Holder only.

• ServiceNow Certified System Administrator (CSA) or Business Analyst certifications (CBAP, IIBA) preferred.

• ITIL framework knowledge strongly valued.

✅ Preferred Qualifications

• Experience in Healthcare or SLED environments.

• Agile/Scrum background (sprint planning, retrospectives, stand-ups).

• Knowledge of ServiceNow integrations (REST/SOAP).

• Familiarity with CSM features (Case Management, Knowledge Mgmt, Omnichannel).

• Hands-on with Flow Designer, Virtual Agent, Performance Analytics.

• Experience in data migration/integration projects.

• Awareness of cloud technologies (AWS, Azure) and their ServiceNow integrations.

📌 Interview Process

1. Recruiter Phone Screen – 30 minutes

2. Technology Director Interview – 30 minutes

3. HR Interview – 30 minutes

🌟 Why Join?

• Competitive pay & benefits 💰 – comprehensive salary and perks.

• Career growth 🚀 – work on impactful ServiceNow projects with cutting-edge tools.

• Collaborative culture 💡 – join a supportive, innovative, and dynamic team.

• Flexibility 🌍 – remote role with up to 40% travel.