ServiceNow Business Analyst

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

ServiceNow ITOM Business Analyst

Position

ServiceNow IT Operations Management (ITOM) Business Analyst, Onsite

Role Summary

We are seeking an experienced ServiceNow ITOM Business Analyst to facilitate requirements gathering and process definition across Discovery, Service Mapping, and CMDB initiatives. The candidate will lead stakeholder workshops, translate business needs into clear requirements and user stories, document CMDB governance processes, capture integration requirements for Microsoft Azure, VMware vCenter and monitoring tools, and support UAT, training, and business validation through go-live.

Key Responsibilities

Requirements & Process Analysis

• Conduct workshops for ITOM process analysis with business and IT stakeholders.
• Define Discovery and Service Mapping requirements.
• Analyze current state processes and define future state processes.
• Develop user stories, acceptance criteria, and process flows.

CMDB & Governance

• Document CMDB governance processes, including data ownership and data quality.
• Capture CI class, attribute, and relationship requirements aligned to CSDM.
• Support definition of reconciliation and data source priority rules (IRE).

Integrations

• Capture integration requirements for:
• Microsoft Azure
• VMware vCenter
• Monitoring tools
• Capture good to have integration requirements for Amazon Connect, PagerDuty, SCCM / Intune and Microsoft 365.
• Document data mappings and integration use cases.

Testing, Training & Delivery

• Support UAT and business validation activities.
• Create training and process documentation.
• Maintain requirements traceability through delivery.
• Support backlog grooming and sprint planning.

Required Skills

Business Analysis & ServiceNow

• 5+ years of Business Analyst experience.
• 3+ years of ServiceNow ITOM experience.
• Knowledge of:
• Discovery
• Service Mapping
• CMDB
• CSDM
• IRE
• Understanding of integrations with Microsoft Azure and VMware vCenter.

Professional

• Process modeling expertise.
• Strong workshop facilitation and stakeholder management skills.
• Excellent written and verbal communication skills.
• Agile delivery experience.

Preferred Certifications

• Certified Implementation Specialist: Discovery
• ITIL Foundation

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.