Role : Business Analyst - Servicenow
Number of Positions : 1
Experience (in yrs) : 5-9 years
Role Description :
ServiceNow Business Solution Analyst will be part of the Information Management (IM) function. This position requires a deep understanding of business processes and a proven ability to translate complex business requirements into scalable and effective ServiceNow solutions. The ideal candidate will be a strategic thinker and a skilled communicator, capable of driving value and efficiency through the ServiceNow platform.. In addition, the consultant should be experienced in stakeholder management to gather, analyze and launch requirements related to ITSM, Service Portal/Virtual Agent/Agent Workspace/Scoped Apps/HR Module etc.areas. The consultant will work in an international, distributed and multi-functional team; using an agile mindset and methodology.
Qualification :
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Strong experience in requirement gathering, analysis, interactions with stakeholders on redefining the requirement in case of missouts and converting functional requirements into technical for the developers to understand and implement
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Deep understanding of the ServiceNow platform and its various modules (e.g., ITSM, HRSD, CSM, ITOM, CMDB and Custom Applications).
- Educated to 4-year degree level (or equivalent) in Information Technology
- 4+ years experience on this role or equivalent
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Strong experience in Integrations with 3rd party tools using (REST API, web services, SOAP, email, MID, etc...).
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Experience developing ServiceNow APIs, ServiceNow Workflows, UI Pages, UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, UI Policies, Script Includes, Security Rules is a plus
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ServiceNow administration experience.
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ServiceNow Certified System Administrator (CSA) is highly desirable.
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ITIL certified
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Agile experience / trained / certified
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Strong communications skills in multi-cultural environment
Experience Competences: -
Strong experience with ITSM, 3rd party Integrations, Service portal (any certification appreciated)
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Experience with Agile/Scrum methodologies is essential, including participation in sprint planning, stand-ups, and retrospectives.
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Experience in Virtual Agent/Agent Workspace/ (any certification appreciated)
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Understanding over ServiceNow Assist / VA / NLU / GEN AI
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Proven track record working in Agile
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Advanced level of English Basic level of French is plus
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Team Work Support spirit
Roles and Responsibilities:
Requirement Elicitation and Analysis:
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Serve as the primary liaison between business stakeholders (e.g., IT, HR, Customer Service) and the technical development team.
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Conduct in-depth discovery workshops, interviews, and meetings to gather, analyze, and document complex business requirements.
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Lead discussions to challenge business assumptions and propose innovative solutions that align with ServiceNow best practices and out-of-the-box functionalities.
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Perform detailed gap analysis to identify discrepancies between current business processes and ServiceNow capabilities.
Solution Design and Documentation:
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Translate business needs into clear, concise, and actionable functional specifications, user stories, and process flows.
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Design and document a wide range of ServiceNow solutions, including new applications, modules, workflows, forms, and reports.
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Collaborate with ServiceNow architects and developers to ensure the proposed solution is technically feasible, scalable, and adheres to platform standards.
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Create comprehensive documentation, including process maps, use cases, and standard operating procedures (SOPs).
Implementation and Project Support:
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Act as a subject matter expert on ServiceNow capabilities and best practices throughout the project lifecycle.
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Co-manage the product backlog with the Product Owner, prioritizing features and enhancements based on business value and technical dependencies.
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Assist in the configuration of ServiceNow applications and features.
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Lead User Acceptance Testing (UAT) sessions, coordinate with end-users, and obtain final sign-off on delivered solutions.
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Provide post-implementation support and ongoing analysis to identify areas for continuous improvement.
Stakeholder Management and Communication:
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Build and maintain strong, collaborative relationships with stakeholders at all levels of the organization.
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Effectively communicate project status, risks, and issues to both technical and non-technical audiences.
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Facilitate training sessions and knowledge transfer activities to ensure a smooth transition and user adoption of new solutions.
Measures of success and outputs
The role will be measured by the following business measures:
The role will have the following key outputs:
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Propose efficient implementation of features (simple and quick) according to ServiceNow platform (out of the box)
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Identify and propose new features and technology to anticipate and support business strategy
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A comprehensive and world class software capability on ServiceNow platform including ways of working, tools and center of excellence
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company s success, reputation and sustainable growth.
Company:
Airbus India Private Limited
Employment Type:
Permanent
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Experience Level:
Professional
Job Family:
Digital
