ServiceNow Business Analyst ITSM

Hiring: ServiceNow Business Analyst – ITSM

We are looking for an experienced ServiceNow Business Analyst with strong expertise in ITSM & SLM, along with reporting/data analytics capabilities.

Location: Bangalore / Mumbai / Chennai

Work Mode: Remote

Experience: 10+ Years

Salary: up-to 16LPA

Key Responsibilities:

• Business Analysis for ServiceNow ITSM modules – Incident, Problem, Change, Request, Knowledge & SLM
• Requirement gathering, user stories & acceptance criteria
• Ticket, defect, enhancement & BAU support
• SLA/OLA configuration, monitoring, breach tracking & compliance reporting
• Incident trend analysis, Problem RCA & Change Impact Analysis
• UAT, defect tracking, release validation & production support
• ServiceNow workflows, forms & functional configurations
• Power BI dashboards for ITSM, SLA & operational KPIs
• SQL/data analysis and basic Microsoft Fabric/data architecture support

Mandatory Skills:

ServiceNow ITSM & SLM

SLA/OLA configuration & SLA reporting

Business Analysis / Requirement Gathering / Agile

Power BI – DAX & Data Modeling

SQL & Data Analysis

ITIL processes

Basic Microsoft Fabric / Data Architecture

Interested candidates can share their updated CV along with current location, total/relevant experience, notice period and expected rate.

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