Job Title: ServiceNow Business Analyst
Job Type: Full-Time
Shift Timings: US Shifts
Work Mode: Hybrid
Location: Bengaluru
Domain: Healthcare IT
Experience: 5 – 9 Years
Summary
The ServiceNow Business Analyst will be responsible for gathering, analyzing, and translating business requirements into scalable ServiceNow platform solutions across multiple modules. The role involves close collaboration with business stakeholders, technical teams, and external partners to support platform enhancements, process optimization, and enterprise-wide digital transformation initiatives.
The incumbent will play a key role in demand shaping, solution conceptualization, backlog prioritization, and ensuring successful delivery of ServiceNow initiatives aligned with organizational strategy. This position requires strong stakeholder management, analytical thinking, and the ability to balance competing priorities while driving value realization from the ServiceNow platform.
A collaborative and detail-oriented professional with strong problem-solving capabilities and functional understanding of ServiceNow modules will be successful in this role.
Key Responsibilities
- Act as a functional subject matter expert for ServiceNow processes, platform capabilities, and business workflows.
- Elicit, analyze, document, and validate business requirements for ServiceNow implementations and enhancements.
- Work closely with developers, architects, and enterprise technology teams to translate functional requirements into technical solutions.
- Facilitate workshops, requirement discovery sessions, and stakeholder discussions to define solution scope and priorities.
- Support backlog grooming and prioritization in alignment with enterprise IT strategy and platform roadmap.
- Contribute to development of business cases and ROI analysis for expanding ServiceNow platform adoption.
- Define and document functional specifications, user stories, process flows, and acceptance criteria.
- Ensure effective integration requirements are captured between ServiceNow and other enterprise systems.
- Monitor delivery effectiveness through defined KPIs and performance metrics.
- Support UAT planning, execution coordination, and issue resolution.
- Maintain strong working relationships with internal stakeholders, vendors, and platform teams.
- Drive continuous improvement initiatives across ITSM and other ServiceNow modules.
- Support change management, user training, and adoption initiatives.
- Assist in roadmap planning for new module implementations, upgrades, and feature releases.
Qualifications
Education & Experience
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
- Minimum 4–6 years of experience as a Business Analyst in ServiceNow or enterprise IT platforms.
- Hands-on experience working on ITSM, CMDB, or related ServiceNow modules.
- Experience in Agile / Scrum delivery environments.
Skills & Certifications
- ServiceNow Certified System Administrator – preferred
- ITIL Foundation certification – highly preferred
- Strong knowledge of requirement gathering techniques and documentation standards
- Understanding of ServiceNow platform capabilities and integration concepts (REST / SOAP)
- Experience with workflow analysis, process optimization, and digital transformation initiatives
- Strong analytical and stakeholder management skills
- Ability to manage competing priorities and support multiple initiatives simultaneously
Soft Skills
- Excellent communication and stakeholder engagement skills
- Strong analytical and problem-solving mindset
- High attention to detail and structured documentation ability
- Ability to work collaboratively in cross-functional teams
- Strong time management and organizational skills
