Business Analyst

About Company

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.

Job Title:

Location:

Role Overview:

ServiceNow ITSM Business Analyst

Key Responsibilities:

• Lead testing of ITSM processes in SIT, UAT & Production
• Design UAT test cases & automate with

  ATF

• Identify, triage, and document defects
• Conduct training sessions and create user documentation
• Provide hyper-care support post go-live
• Work closely with implementation teams, business users, and stakeholders
• Support RFP/RFI solutioning, customer engagement, and feedback loops
• Define process workflows and align with best practices (ITIL)

Required Skills & Experience:

• 7+ years

  with ServiceNow as a Business Analyst

• 3+ years

  working on ServiceNow implementations/migrations
• Expertise in ITSM modules: Incident, Problem, Change, Knowledge, Request
• Strong knowledge of SDLC, Agile, and Jira
• Experience creating test plans and scripts (manual and ATF)
• Excellent communication, documentation, and client-facing skills
• Certified in

  ITIL v3/v4

  ,

  Scrum Master (CSM)

• English proficiency (TOEFL C1/C2 or IELTS 7.5+)

Nice to Have:

• Experience creating reusable assets, whitepapers, and conducting market research
• Knowledge of CMDB integrations and service catalog