ServiceNow Business Analyst - ITOM

Capgemini

8 - 12 years

14 - 22 Lacs

pune chennai bengaluru

Posted:1 month ago| Platform:

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Skills Required

itom servicenow business analyst servicenow cmdb servicenow ba project management service management business analysis hrsd service catalog problem management change management sql plsql production support workflow analysis incident management itil processes unix itil

Work Mode

Hybrid

Job Type

Full Time

Job Description

ServiceNow Business Analyst - ITOM

Required Technical Skill set:

The role focuses on enhancing ITSM/ITOM tools and processes, particularly within the ServiceNow platform. It involves working closely with stakeholders, development teams, and customers to define, improve, and implement service management solutions.

Key Responsibilities

Analyze current processes and identify improvement areas.
Gather and specify requirements for tool/process enhancements.
Lead customer workshops and focus groups.
Collaborate with development teams (onshore/offshore).
Define functional specifications for future-state processes.
Support testing phases and coordinate user acceptance testing.
Engage with stakeholders and ensure alignment throughout the project lifecycle.
Contribute to continuous improvement initiatives.
Work in Agile/Scrum environments.

Essential Skills

Strong understanding of ServiceNow ITOM capabilities.
Experience with modules like Change, Incident, Problem, Knowledge, CMDB, and Service Catalogue.
Solid background in business and operational architecture.
Deep knowledge of service management offerings and supported business areas.

Preferred Qualifications

Ability to lead complex discussions with senior stakeholders.
Expertise in business analysis tools and templates.
Skilled in balancing time, cost, and quality constraints.
Up-to-date with latest trends in business analysis and ITSM.

GAYATRI.RAJESH-GUPTA@CAPGEMINI.COM

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