Our client, supporting a top global healthcare company, seeks a ServiceNow Business Analyst, which involves acting as the critical bridge between business stakeholders and technical teams. The successful candidate will be responsible for driving the analysis, documentation, and delivery of ServiceNow solutions that streamline and optimize operations across the organization. This role demands a highly motivated professional with a strong analytical mindset, excellent communication skills, and proven hands-on experience with the ServiceNow platform
This is a hybrid role which will require 3 days on-site presence in Bangalore Office. Also, The role is Contract to Hire position where top performing candidates will be converted to a regular employee with the client.
The Role.
- Gather, analyze, and document detailed business requirements from stakeholders across multiple departments, translating high-level needs into clear and actionable functional specifications.
- Facilitate workshops, interviews, and working sessions with business owners and technical teams to capture end-to-end process flows and system requirements.
- Lead the creation of Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), user stories, use cases, and process flow diagrams for ServiceNow implementations.
- Collaborate closely with ServiceNow developers, architects, and project managers to ensure business requirements are accurately interpreted and delivered within scope.
- Perform gap analysis between current-state processes and future-state ServiceNow capabilities, identifying areas for improvement and optimization.
- Manage and prioritize the product backlog, ensuring alignment with business objectives and project timelines.
- Coordinate and support User Acceptance Testing (UAT) activities, including test case preparation, defect tracking, and sign-off coordination with stakeholders.
- Serve as a key liaison between business stakeholders and IT teams throughout the project lifecycle, ensuring continuous communication and alignment.
- Support change management activities including training material preparation, stakeholder communication, and adoption strategies for newly deployed ServiceNow solutions.
- Monitor post-go-live performance, gather user feedback, and recommend enhancements to continuously improve ServiceNow platform utilization
Requirements
- Minimum 4+ years of hands-on experience as a Business Analyst with specific focus on ServiceNow platform implementations and upgrades.
- Proven expertise in gathering business requirements and translating high-level requirements into detailed functional and technical specifications.
- Strong understanding of ServiceNow modules including IT Service Management (ITSM), IT Operations Management (ITOM), or Customer Service Management (CSM).
- Experience producing and maintaining professional documentation including BRDs, FRDs, user stories, use cases, and process maps.
- Demonstrated ability to conduct stakeholder interviews, facilitated workshops, and requirements review sessions.
- Solid experience with Agile/Scrum methodologies, including backlog management, sprint planning, and working with cross-functional development teams.
- Strong analytical and problem-solving skills with the ability to perform gap analysis and process improvement assessments.
- Excellent verbal and written communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
- Experience supporting or leading UAT cycles, including test script development, defect logging, and stakeholder sign-off management.
- Prior experience working within the healthcare industry or with healthcare IT systems and compliance frameworks (e.g., HIPAA, HL7) is a strong advantage..
- SNow CSA certification would be added benefit.
