Role - ServiceNow Business Analyst
Experience -> 8-10yrs
Location -Pune
What will your role look like
- Work as a ServiceNow Business Analyst to understand business needs and translate them into functional solutions on the ServiceNow platform.
- Lead requirement gathering sessions, workshops, and stakeholder discussions for ServiceNow implementations and enhancements.
- Analyze business processes and recommend improvements leveraging ServiceNow CSM, ITSM, and CMDB capabilities.
- Prepare and maintain comprehensive documentation including Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, and process flows.
- Collaborate closely with ServiceNow developers, architects, and product owners to ensure accurate requirement translation into technical solutions.
- Support design and optimization of ITSM processes such as Incident, Problem, Change, and Request Management.
- Assist with CMDB data requirements, configuration structure, and governance processes.
- Participate in solution validation, UAT coordination, and test case preparation to ensure the delivered solution meets business expectations.
- Act as a liaison between business stakeholders and technical teams to ensure effective communication and project alignment.
- Ensure adherence to ServiceNow best practices, governance standards, and documentation guidelines.
Why you will love this role
- Opportunity to work on large-scale ServiceNow transformation and optimization initiatives.
- Exposure to enterprise-level implementations across CSM, ITSM, and CMDB modules.
- Collaborate with global stakeholders and cross-functional teams.
- Play a critical role in improving digital workflows and service delivery processes.
- Continuous growth and learning within the ServiceNow ecosystem.
We would like you to bring along
- 8–10 years of overall IT experience with strong experience as a ServiceNow Business Analyst.
- Hands-on experience with ServiceNow modules such as CSM, ITSM, and CMDB.
- Strong experience in requirement gathering, business analysis, and documentation.
- Ability to create BRDs, FRDs, user stories, functional specifications, and process documentation.
- Good understanding of ITSM processes and service management frameworks.
- Excellent communication and stakeholder management skills.
- Experience collaborating with technical teams to translate business requirements into system capabilities.
- Experience supporting UAT, requirement validation, and solution acceptance.
Good-to-have skills
- Experience working in Agile / Scrum delivery models.
- Exposure to Customer Service Management (CSM) implementations.
- Understanding of CMDB data models and configuration management practices.
- Familiarity with workflow automation and digital transformation initiatives.
- Basic understanding of ServiceNow platform capabilities and integrations.
- Experience with documentation and collaboration tools such as Jira, Confluence, or similar platforms.
