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Capgemini
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ServiceNow Business Analysis

ServiceNow Business Analysis

Capgemini

9 - 12 years

7 - 11 Lacs

hyderabad chennai bengaluru

Posted:1 day ago| Platform:

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Skills Required

business analysis servicenow user acceptance testing scrum agile cmdb customer engagement servicenow tool process optimization customer focus problem management javascript change management functional testing itsm incident management itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Role

Analyze current ITSM/ITOM processes, identify improvement areas, and gather enhancement requirements through stakeholder workshops and customer engagement.
Define and document target-state processes and functional specifications aligned with ServiceNow modules like
Collaborate with cross-functional teams (onshore/offshore), lead customer focus groups, and apply Agile/Scrum methodologies throughout the project lifecycle.
Develop test strategies, participate in testing phases, and coordinate user acceptance testing to ensure solutions meet business requirements.
Drive ongoing process/toolset enhancements, manage trade-offs within time/cost/quality constraints, and lead complex briefings with senior stakeholders.

Your Profile

9-12 years of enterprise IT experience with deep expertise in ServiceNow, focusing on business analysis for ITSM/ITOM processes including Incident, Change, Problem, Knowledge, and Service Catalogue modules.

Skilled in capturing business requirements, analyzing as-is processes, and designing to-be workflows aligned with ITIL standards and organizational goals.

Proven ability to lead customer workshops, focus groups, and stakeholder sessions. Experienced in Agile/Scrum methodologies, ensuring iterative delivery and continuous feedback.

Strong understanding of ServiceNow platform capabilities including scripting components (Business Rules, UI Policies, Notifications) to support automation and process optimization.

Hands-on experience in developing test strategies, executing functional testing, and coordinating user acceptance testing to ensure solutions meet business and compliance requirements.

What will you love working at Capgemini

Work with the latest ServiceNow tools and practices aligned with its roadmap for innovative solutions.

Collaborate with cross-functional teams including architects, business analysts, and client stakeholders.

Location - Hyderabad, Bangalore, Chennai , Pune

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Capgemini

IT Services and IT Consulting

Paris France

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ServiceNow Business Analysis