Senior Business Analyst (Servicenow ,ITSM) || 8 Year+ || Only Immediate Joiner || Mumbai

Role: Senior Business Analyst-

Location-

Experience:

Business Relationship Manager / Senior Business Analyst – ServiceNow

Experience: 8–12 years overall, with 5+ years in Business Analysis, Business Relationship Management, ITSM, or ServiceNow-related roles.

• The individual will understand business priorities, identify opportunities for process improvement, and translate business needs into clear requirements, functional designs, and actionable ServiceNow implementation roadmaps.
• The ideal candidate combines strong business acumen, stakeholder management, process expertise, analytical thinking, and a practical understanding of the ServiceNow platform.

1-Key Responsibilities

Business Relationship Management

• Establish and maintain strong relationships with business leaders, process owners, product owners, and IT stakeholders.
• Understand business strategies, operational challenges, priorities, and transformation objectives.
• Conduct regular stakeholder engagement sessions, business reviews, and roadmap discussions.
• Build a demand pipeline aligned with business value, urgency, risk, and strategic objectives.

Business Analysis and Requirement Translation

• Analyse, validate, and document business requirements through workshops, interviews, process walkthroughs, and stakeholder consultations.
• Translate business problems into functional requirements, user stories, acceptance criteria, process flows, and business rules.
• Identify gaps between current-state processes and desired future-state operating models.
• Develop business process maps, use cases, functional specifications, and requirements traceability matrices.
• Collaborate with ServiceNow architects, developers, administrators, and process consultants to validate feasibility and define appropriate solutions.
• Ensure requirements are clear, testable, prioritised, and aligned with platform standards.

Demand Management

• Maintain a structured demand register covering business requests, improvement opportunities, regulatory needs, and technical debt-related business impacts.
• Assess and prioritise demands based on business value, customer experience, operational efficiency, risk reduction, effort, and strategic alignment.
• Facilitate backlog refinement and prioritisation with business and delivery stakeholders.
• Develop business cases, value assessments, and implementation roadmaps.
• Track demands from initial intake through requirements, design, implementation, testing, deployment, and value realisation.

2-Required Skills and Competencies

Business and stakeholder skills

• Strong stakeholder engagement, influencing, negotiation, and relationship management skills.
• Ability to engage with senior business leaders and technical teams.
• Excellent communication, facilitation, presentation, and decision-making skills.
• Ability to challenge requirements constructively and manage competing priorities.

Business analysis skills

• Business requirements elicitation and documentation.
• User stories, acceptance criteria, process mapping, and functional specifications.
• Current-state and future-state analysis, gap assessment, and root-cause analysis.
• Agile delivery practices, backlog management, and UAT coordination.
• Business case preparation and benefits realisation.

ServiceNow and ITSM skills

• practical understanding of the ServiceNow platform and its capabilities.
• Strong understanding of ITIL and ITSM processes, including Incident, Problem, Change, Request, and Knowledge Management.
• Ability to map business requirements to ServiceNow functionality and standard platform capabilities.
• Understanding of integrations, workflows, CMDB, reporting, dashboards, and automation concepts.
• Awareness of ServiceNow governance, release management, platform configuration, and customisation best practices.

3-Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related discipline.
• 8–12 years of relevant professional experience, preferably in enterprise IT, ITSM, ServiceNow delivery, business analysis, or relationship management.
• Demonstrated experience translating business needs into technology solutions.
• Experience working with cross-functional business and technology teams in an AMS, product, transformation, or managed-services environment.
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Specialist, or relevant micro-certifications are desirable.
• CBAP, CCBA, PMI-PBA, ITIL 4, or Agile/Scrum certifications are advantageous.