Senior ServiceNow Business Analyst
Location: Bengaluru (Hybrid)
Notice Period: Immediate to 15 days
Role Summary
We are hiring a Senior ServiceNow Business Analyst to support multi‑customer engagements across ITSM, ITOM, and HRSD (Employee Center). This is a hands‑on IC role focused on discovery, process design, Agile delivery execution, and UAT ownership.
The role is suited for a BA who stays close to requirements, backlog, delivery teams, and adoption, and who can shape measurable AI‑enabled outcomes using Predictive Intelligence and Virtual Agent.
This role does not involve platform architecture ownership or development.
Key Responsibilities
Discovery and Process Design
- Lead discovery workshops with business and technical stakeholders
- Document current state, pain points, target state, and business outcomes
- Design and map processes for:
- ITSM: Incident, Problem, Change, Request, Knowledge, SLAs/OLAs, Catalog and Approvals
- ITOM: Discovery scope and governance, Service Mapping strategy, Event onboarding, noise reduction, Operational Intelligence reporting
- HRSD Employee Center: case taxonomy, employee journeys, knowledge structure, experience flows, privacy requirements
- Drive OOTB‑first solutioning and document customization decisions
- Define operating model and adoption approach including RACI, SOPs, training, communications, and success metrics
Delivery Ownership
- Convert requirements into Agile artifacts:
- Epics, features, user stories with clear acceptance criteria and testability
- Own the product backlog including prioritization, refinement, and dependency management
- Work closely with architects and developers during sprint execution
- Own UAT end‑to‑end including test strategy, scenarios, defect triage, sign‑off, and post‑go‑live support
- Build and reuse standard MSP delivery assets such as:
- Story catalogs, requirements templates, UAT packs, process packs, KPI scorecards
AI Use Cases and Value Definition
- Define AI‑driven use cases and requirements:
- Predictive Intelligence (routing, classification, similarity, deflection)
- Virtual Agent (topic design, containment, escalation and handoff)
- Define and track success metrics including:
- Routing accuracy, deflection and containment rate
- MTTR / MTTF improvement
- HR case cycle time, adoption, CSAT and employee experience
Required Experience and Skills
- 8–12 years of experience as a Business Analyst or Process Consultant on ServiceNow programs
- Proven experience leading workshops and owning delivery from requirements through UAT
- Strong functional expertise in:
- ITSM
- ITOM (Discovery, Service Mapping, Event Management, Operational Intelligence)
- HRSD Employee Center
- Good understanding of CMDB fundamentals and CSDM‑aligned service modeling
- Experience defining AI‑related requirements and measurable outcomes (Predictive Intelligence and/or Virtual Agent)
- Strong documentation, stakeholder management, and communication skills
- Experience working in Agile delivery teams
Nice‑to‑Have
- MSP or consulting experience with multi‑customer delivery
- Exposure to domain separation and multi‑tenant requirement patterns
- Experience with ITOM event sources such as Dynatrace, Splunk, SCOM, or SolarWinds
- ITIL v4, Agile/Scrum certification, or ServiceNow CSA
