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Capgemini
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ServiceNow Business Analyst (ITSM/ITOM)

ServiceNow Business Analyst (ITSM/ITOM)

Capgemini

6 - 11 years

10 - 20 Lacs

hyderabad pune bengaluru

Posted:4 hours ago| Platform:

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Skills Required

itsm servicenow business analyst cmdb itom business analysis

Work Mode

Work from Office

Job Type

Full Time

Job Description

The ServiceNow Business Analyst will be responsible for gathering and analyzing business requirements, designing ServiceNow solutions, and ensuring effective implementation of ITSM and ITOM modules. This role requires close collaboration with stakeholders, developers, and process owners to deliver scalable and efficient ServiceNow solutions.

Key Responsibilities:

ITSM Focus:

Analyze and document business requirements for Incident, Problem, Change, Request, and Knowledge Management.
Conduct gap analysis between current and desired ITSM processes using frameworks like ITIL and Lean.
Lead UAT and SIT testing, defect triaging, and documentation.
Create training materials and conduct end-user training sessions.
Support post-migration hyper-care and ongoing enhancements.

ITOM Focus:

Collaborate on Discovery, Event Management, and Service Mapping processes.
Gather infrastructure onboarding requirements (e.g., IPs, credentials).
Translate business needs into technical specifications for ITOM modules.
Participate in design and implementation of ITOM solutions.
Conduct user acceptance testing and provide end-user support.

General Duties:

Develop process diagrams, use cases, and user stories.
Configure and customize ServiceNow workflows and scripts.
Facilitate stakeholder communication and project coordination.
Ensure alignment with ServiceNow best practices and governance standards.

Required Skills & Qualifications:

Education:
Bachelors in IT, Computer Science, or related field.
Experience:
8+ years as a Business Analyst, with 3+ years on ServiceNow platform.
Certifications:

ServiceNow Certified System Administrator (CSA) – Mandatory
ITIL v3/v4 Foundation – Preferred
ServiceNow Implementation Specialist (CIS) – Advantageous
Agile/Scrum (CSM or PMI-ACP) – Beneficial

Technical Skills:

Proficiency in ServiceNow scripting (JavaScript, Glide API)
Strong understanding of ITIL/ITSM/ITOM processes
Familiarity with Agile methodologies

If JD is matching to your profile kindly share updated resume on gayatri.rajesh-gupta@capgemini.com

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ServiceNow Business Analyst (ITSM/ITOM)