ServiceNow Business Analyst - Pune, India

Ready to take your ServiceNow career to the next level?
We’re looking for an experienced ServiceNow Business Analyst to join our team in Pune. In this role, you’ll play a key part in shaping customer outcomes on complex ServiceNow projects, working closely with clients to capture business processes, define strategies, and drive successful implementations.
This is an on-site role based in Pune – ideal for professionals who are immediately available and ready to make an impact.
What You’ll Be Doing

• Leading workshops and driving multiple ServiceNow implementations from a customer strategy perspective.
• Understanding customer needs, defining strategies, and recommending improvements for efficiency and effectiveness.
• Owning business requirements and managing client priorities.
• Conducting impact analyses on existing processes and functions.
• Producing functional specifications, wireframes, and mock-ups for delivery teams.
• Partnering with technical teams to run demos and show-and-tells for end users.
• Supporting test script creation, facilitating UAT, and securing client sign-off.

What You Bring

• 4–7 years’ experience in a business analyst or related role.
• Strong knowledge of business process architecture principles (cloud-based platforms).
• Exposure to ServiceNow (preferred) and technology workflows like ITSM, CSM, and ITOM (desirable).
• Strong facilitation, leadership, and problem-solving skills.
• Excellent verbal and written communication.
• Ability to work in a matrixed, fast-changing environment.
• A proactive mindset with strong relationship management and customer satisfaction focus.

Education & Certifications

• Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, or equivalent work experience.
• ServiceNow Certified System Administrator (CSA) (required).
• ServiceNow Certified Implementation Specialist (CIS) (preferred).
• ITIL Foundations certification (preferred).
• Willingness to continue ServiceNow education with certifications and accreditations.

What’s In It for You?

• Competitive salary.
• Opportunities to earn further ServiceNow certifications and accreditations.
• Exposure to diverse global projects with leading-edge technologies.
• A collaborative, supportive, and growth-focused environment.

Who Are We?
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992. Expertly managed by a dedicated service delivery team, we deliver day-to-day support via on-site engineers, responsive visiting engineers, and multi-lingual service desk coordination—managing thousands of tickets every day for more than 200 customers worldwide. Our customer-centric, ITIL-aligned, and ISO-accredited approach makes us a trusted partner in fast-paced, evolving industries. We are a global community of exceptional people working with one vision: to exceed expectations and delight customers every time.
ESP Global Services is proud to be an equal opportunity employer.
Immediate joiners in Pune preferred. Apply today and be part of our transformation journey!