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Role Description Role: ServiceNow Business Analyst Experience: 4 to 9 Years Location: Pune / Bangalore / Chennai / Hyderabad / Trivandrum/ Kochi / Noida Job Summary We are seeking a highly skilled ServiceNow Business Analyst with 4+ years of experience to bridge the gap between business needs and technical solutions. The ideal candidate will have strong expertise in ServiceNow modules, workflows, and configurations, with the ability to analyze business requirements, optimize processes, and ensure seamless implementation of ServiceNow solutions. Roles And Responsibilities Business Analysis & Requirements Gathering: Collaborate with business stakeholders to gather, analyze, and document requirements for ServiceNow solutions. Translate business needs into clear functional specifications for ServiceNow configurations, enhancements, and integrations. Conduct gap analysis to identify areas for process improvement within ServiceNow. Work closely with developers, architects, and QA teams to ensure accurate implementation of requirements. ServiceNow Implementation & Configuration Support Support the configuration of ServiceNow modules, including ITSM, ITOM, CSM, HRSD, and CMDB as required. Define and optimize ServiceNow workflows, catalog items, and forms to align with business processes. Provide input on ServiceNow UI/UX enhancements to improve user experience. Validate solutions developed by ServiceNow teams to ensure they meet both business and technical requirements. Stakeholder Collaboration & Communication Act as the primary liaison between business users and technical teams for ServiceNow-related initiatives. Facilitate workshops, requirement sessions, and demonstrations to ensure alignment among stakeholders. Prepare and deliver training materials, documentation, and knowledge articles for ServiceNow users. Provide post-implementation support and act as a point of contact for ongoing enhancements and issue resolution. Process Improvement & Reporting Identify opportunities for workflow automation and process optimization within ServiceNow. Develop and maintain metrics, reports, and dashboards using ServiceNow Performance Analytics. Conduct regular reviews to assess system health and data integrity. Ensure compliance with governance policies and best practices. Must-Have Skills 4+ years of experience as a Business Analyst working with the ServiceNow platform. Strong understanding of ServiceNow ITSM processes: Incident, Problem, Change, Request, and Knowledge Management. Hands-on experience with ServiceNow configurations, UI policies, business rules, workflows, and integrations. Proficiency in writing functional specifications and collaborating with developers. Knowledge of Agile and ITIL frameworks. Strong analytical and problem-solving skills. Excellent communication skills to work effectively with cross-functional teams. Good-to-Have Skills Experience with ServiceNow modules such as CSM, ITOM, HRSD, and CMDB. Familiarity with ServiceNow API integrations (REST, SOAP). Experience with testing ServiceNow applications, including user acceptance testing (UAT). Proficiency in JIRA, Confluence, or similar project management tools. Knowledge of ServiceNow reporting, dashboards, and Performance Analytics. Self-motivated with a continuous improvement mindset. Preferred Certifications ServiceNow Certified System Administrator (CSA) (Preferred) ServiceNow Certified Implementation Specialist – ITSM, CSM, or HRSD (Plus) ITIL v4 Foundation Certification (Preferred) Skills Servicenow,Presentation,Communication Show more Show less
