ServiceNow Business Analyst | Bangalore (Hybrid) | Experience: 12 years (ServiceNow-focused)
Role Summary
Lenovo India is looking for a ServiceNow Business Analyst to act as the bridge between business teams and technical developers. This role requires strong functional knowledge of ServiceNow ITSM, CSM, and ServiceBridge, along with the ability to gather requirements, design scalable solutions, and manage end-to-end documentation.
Key Responsibilities
Requirements Gathering & Analysis
- Work with stakeholders, SMEs, and end-users to capture and analyze business requirements.
- Document user stories, use cases, process flows, and functional/non-functional requirements.
ServiceNow Expertise
- Apply strong functional understanding of ITSM (Incident, Problem, Change, Request, CMDB) and CSM (Case, Portal, Knowledge).
- Support integrations and inter-instance communication using ServiceBridge.
- Translate business needs into technical specifications and solution mock-ups.
Documentation & Governance
- Create and maintain detailed documentation: FSDs, configuration decisions, process guides, As-Is/To-Be flows, and system docs.
- Ensure documentation is organized, version-controlled, and up to date.
Solution Design & Testing
- Collaborate with architects and developers to propose best-practice, OOB-aligned solutions.
- Develop test plans and scripts; coordinate and support UAT to validate delivered features.
Training & Support
- Prepare and deliver training materials for end-users and administrators.
Required Skills & Qualifications
- 12 years of experience as a Business Analyst in the ServiceNow platform.
- Strong functional knowledge of ITSM and CSM modules.
- Exposure to ServiceBridge integrations (highly desirable).
- Excellent documentation, analytical, and process-mapping skills (BPMN preferred).
- Strong verbal and written communication skills.
- Degree in IT, Computer Science, Business Administration, or related field.
Preferred Qualifications
- ServiceNow CSA certification.
- ServiceNow CIS (ITSM or CSM) certification.
- Experience working in Agile/Scrum environments.
- Familiarity with Jira and Confluence.
